Case Study: ForteBank achieves a unified omnichannel customer experience and faster service with Microsoft Dynamics 365

Kazakh financial services leader moves to unified customer experience

ForteBank JSC, an Astana-based bank with 150 branches and about two million customers, faced fragmented customer data and multiple contact channels that prevented a unified Customer 360 view. To centralize and streamline outreach and operations, the bank sought a faster, more integrated CRM approach.

Working with Microsoft partner E-Consulting, ForteBank deployed Microsoft Dynamics CRM/Dynamics 365 to create an omnichannel, single-screen customer experience. The rollout improved service and acquisition rates, cut some process times by up to 50%, made loan approvals three times faster and contact-center handling twice as fast, and boosted sales-force efficiency—all without increasing headcount.

ForteBank

Rinat Agambaev

Project Manager