Case Study: ForteBank achieves faster, more unified customer service with Microsoft Dynamics 365

Kazakh financial services leader moves to unified customer experience

ForteBank JSC, a bank based in Kazakhstan, faced the challenge of managing a large amount of customer data across many different systems without a unified view. This made it difficult to provide personalized service. To resolve this, they worked with Microsoft and its partner to implement Microsoft Dynamics 365 CRM to centralize and optimize their customer outreach processes.

The solution from Microsoft, implemented by partner E-Consulting, unified all customer contact channels into a single omnichannel platform. This allowed the bank to cut process times by up to 50%, improve loan approval times by a factor of three, and increase customer acquisitions without needing to hire more staff. The implementation gave ForteBank a complete view of the customer journey, enabling faster and more efficient service.

ForteBank

Rinat Agambaev

Project Manager