Case Study: Beyond Bank achieves a complete 360-degree customer view and exceptional customer experience with Microsoft Dynamics 365

Beyond Bank delivers an exceptional customer experience with Dynamics 365

Beyond Bank, a customer-owned Australian bank that evolved from Community CPS Australia, sought to differentiate itself through superior customer experience but was hampered by fragmented systems: staff had to navigate 14–15 screens to handle a single customer interaction, and the bank needed a secure, compliant way to consolidate customer data while maintaining regulatory controls.

Working with partner UXC Eclipse, Beyond Bank implemented Dynamics 365 for Customer Service and Sales on Azure (Australian datacenters), integrated with Office 365, SharePoint and social listening to deliver a real-time, 360-degree customer view. The CRM consolidated processes (account openings, loan applications, service calls) into a single omnichannel platform, cutting administration, boosting staff productivity and service consistency; the solution is now live across all branches, delivering happier customers and ongoing improvements.

Beyond Bank

Robert Aitken

CIO