Case Study: Diamond Bank achieves real-time customer insights and productivity gains with Microsoft Dynamics 365

Go beyond banking, connecting people and markets and markets to people

Diamond Bank, a major Nigerian retail bank operating across 300 branches, sought to scale customer engagement, collaboration and product innovation while improving security and data management. The bank faced time-consuming manual CRM handovers, limited cross‑branch communication, and the need to deepen financial inclusion and extract actionable insights from growing transaction volumes.

Working with Signal Alliance and Microsoft, Diamond Bank deployed Dynamics 365 for Customer Service, Office 365 (Teams, Skype, Yammer), Power BI and cloud services to centralize interactions, enable real‑time dashboards, and secure large data stores. The result: live CRM records that cut handover time, faster cross‑functional collaboration and reduced travel, unified analytics that drove new services like the 426# USSD offering, and overall gains in productivity, customer centricity and secure data management.

Diamond Bank

Uzoma Dozie

Chief Executive Officer