Case Study: Moscow Industrial Bank achieves unified customer-facing and sales processes with Microsoft Dynamics 365

Russian finance leader unifies all customer-facing and sales processes

Moscow Industrial Bank, a top-30 Russian bank serving 1.5 million individuals and over 70,000 companies, needed to unify and automate its customer-facing and sales processes across hundreds of offices and a large contact center. The bank wanted a single process for inbound and outbound calls, faster case handling, and improved agent productivity while keeping the customer at the center of every interaction.

Working with Microsoft partner Navicon, the bank implemented Microsoft Dynamics 365 Unified Service Desk to bring all customer data and services onto one screen and integrate with core systems in a two-phase rollout (call handling then CRM). The solution unified interactions for more than 1,000 agents, moved many processes from paper to digital, enabled highly personalized service, and cut service times that once took 24+ hours to about 10 minutes, boosting productivity and customer responsiveness.

Moscow Industrial Bank

Svetlana Khasanova

Head of Information and Service Department