Case Study: Bank of Beirut achieves a 360-degree customer view and faster onboarding with Microsoft Dynamics 365

Lebanon’s top bank transforms its customer experience with powerful CRM

Bank of Beirut, one of Lebanon’s largest commercial banks with operations in nine countries, needed to improve branch sales and customer servicing by replacing fragmented customer data and manual processes with a unified view. The bank sought a scalable digital solution to consolidate customer information, speed onboarding, enable consistent omni-channel interactions, and help tellers become proactive sellers while meeting regulatory requirements.

Working with partner Netiks, Bank of Beirut implemented Microsoft Dynamics CRM as a central “single source of truth,” integrating back-office systems and automating sales recommendations, workflows and post‑sales tracking. The solution cut paperwork and customer wait times, improved cross‑sell and up‑sell success, streamlined compliance reporting, boosted front‑office efficiency, and became the foundation for later digital initiatives such as 24/7 “Smart Branches” and mobile banking.

Bank of Beirut

Josephine El Koreh

Digital Banking Delivery Channels Manager