Case Study: NLB Banka achieves faster onboarding and improved customer experience with Microsoft Dynamics 365

Fast-growing bank boosts client experience by better understanding its customers

NLB Banka Beograd, part of Slovenia’s NLB group, is a fast-growing universal bank in Serbia with an online presence, 28 branches and a modern contact center. Rapid customer growth and new service channels made it harder to understand customers and deliver consistent, personalized experiences, creating a clear need for better customer insights and engagement tools.

The bank partnered with BE-terna to roll out a Microsoft Dynamics 365 CRM solution, piloting it regionally before a wider rollout. The system delivered a full 360-degree customer view, cut new-customer registration from up to 10 minutes to about 2 minutes using an ID card reader, sped up client analysis threefold, improved campaign effectiveness and saved time on core processes; the bank now plans to standardize the CRM across marketing, sales and service.

NLB Banka

Sandra Simić

Customer Experience Coordinator