Case Study: Groupe Banque Populaire achieves CRM transformation and faster service for 5 million customers with Microsoft Dynamics 365

Banque Populaire transforms its technology and culture to better serve 5 million customers

Banque Populaire du Maroc, a retail bank with 1,500 branches serving nearly 5 million customers, faced a major obstacle to its Élan 2020 growth plan: a fragmented, limited CRM environment that forced employees to use multiple applications, slowed service, and hurt customer satisfaction. Compounding the problem, the bank lacked experience with holistic change management, creating risk for rapid adoption of any new CRM solution.

BCP launched the GISRI transformation using Microsoft Dynamics CRM and engaged Microsoft Enterprise Services plus an Adoption and Change Management (ACM) expert to run a tailored rollout. After an initial health check, Microsoft and BCP built a scalable ACM plan, created HQ and regional change teams, and introduced collaboration tools (Yammer, Skype) to speed adoption. The pilot saw dramatic use—10,000 daily system accesses across 200 branches—and Yammer reached 2,000 regular users, driving productivity, cultural change, cost savings, and ACM practices now being applied to other initiatives.

Groupe Banque Populaire