Case Study: Lebara achieves a 360-degree customer view and faster resolutions with Microsoft Dynamics 365

Mobile network provider gains a 360-degree customer view with Microsoft Dynamics 365

Lebara, a virtual mobile network operator that helps immigrants and long‑term tourists stay connected, faced an outdated 12‑year‑old CRM and fragmented customer, marketing, and finance data. Those silos caused frequent outages, slow resolution times, inconsistent service across channels and countries, and limited automation and self‑service capabilities.

Lebara implemented Microsoft Dynamics 365 Customer Service with Unified Service Desk, rolling it out across five regions and 445 employees in 10 months—30% under budget—to create a 360‑degree customer view and a unified agent interface. The platform reduced resolution times, lowered operational costs, boosted profitability, transformed agent workflows with automation, and set the stage for future features like advanced analytics, multilingual chatbots, and mobile CRM.

Lebara

Basit Tanveer

Head of Software Engineering and Data Analytics