Case Study: Vancity achieves streamlined member service with Microsoft Dynamics 365

Canadian financial cooperative improves member service with updated CRM

Vancity, Canada’s largest community credit union, serves more than half a million members across 59 branches and was preparing for a core‑banking conversion to Temenos. The cooperative faced aging, siloed systems—seven separate CRMs including Siebel—which made it hard for staff to access a unified member view and threatened service quality, integration simplicity, and operational efficiency.

Vancity consolidated onto Microsoft Dynamics CRM, deploying the system in under six months and migrating 600,000 contact and company records plus 340,000 legacy notes in a single weekend before going live in January 2016. With a staffed support and change‑management program, roughly 2,200 employees adopted the platform, enabling a single member view, faster service (including more efficient handling of ~4,000 daily calls), better retention tracking, and a smoother path to integrate with the upcoming core banking platform and cloud strategy.

Vancity

Reena Maher

Account Manager