Case Study: Westpac New Zealand Ltd achieves more valuable customer relationships and streamlined operations with Microsoft Dynamics 365

Bank builds more valuable customer relationships streamlines operations with Microsoft Dynamics 365

Westpac New Zealand, one of the country’s largest banks with about 1.3 million customers and nearly 200 branches, needed to move beyond aging, on‑premises CRM systems that caused manual processes, duplicated effort, and missed customer opportunities. The bank adopted a customer‑centric strategy but lacked a unified view of customers across retail, commercial, and wealth channels, limiting personalization and operational efficiency.

Westpac migrated to cloud‑based Microsoft Dynamics 365 on Azure to unify customer data and automate sales, service, and risk workflows (commercial rollout went live in March 2018 with broader rollout planned). The solution cut administrative effort (staff previously spent up to 80% of their time on data entry), sped transactions from days to minutes, reduced costs, and enabled more personalized, revenue‑generating customer relationships.

Westpac New Zealand Ltd

David Quinn

Head of CRM Development