Case Study: First National Bank achieves a unified customer view and proactive customer care with Microsoft Power BI

First National Bank - Customer Case Study

First National Bank (FNB), South Africa’s oldest bank, faced a highly fragmented CRM environment—seven on‑premise tenants and departmental silos that prevented a single customer view. To modernize sales and service operations and break down those barriers, FNB partnered with Mint and moved to Microsoft Dynamics 365 Sales and Customer Service while leveraging Microsoft Power BI and other Microsoft cloud tools for integration and analytics.

Working with Mint and Microsoft Power BI, FNB implemented a common data model, kept close to out‑of‑the‑box Dynamics 365 capabilities, and automated workflows to enable proactive customer insights. The rollout achieved rapid adoption (80% in weeks, 100% in one region in a week), increased innovation time by 20%, delivered 70% faster time‑to‑market, reduced costs by 90%, streamlined onboarding, improved sales pipeline visibility and conversion monitoring, and supported digital services like self‑service card cancellations—driving revenue and customer‑experience improvements across the bank.

First National Bank

Annaline van Asperen

Chief Operating Officer