Case Study: Piraeus Bank achieves unified omnichannel customer insights and nearly 50% faster incident resolution with Microsoft Power BI

Piraeus Bank - Customer Case Study

Piraeus Bank, one of Greece’s largest financial institutions, faced fragmented customer data across multiple digital and mobile channels that made it hard for business analysts to get a holistic, omnichannel view. To unify insights for its 2 million online banking customers, the bank worked with Microsoft Power BI and the broader Microsoft Azure analytics stack (including Azure Databricks, Azure Data Lake Store, Azure Stream Analytics, and Azure Application Insights).

Using Microsoft Power BI together with Azure analytics services, Piraeus built a central repository and near–real-time dashboards to monitor clickstream, performance, and the digital customer journey. The solution delivered by Microsoft Power BI helped cut incident resolution and response times by almost 50% and reduced IT costs for managing customer information by nearly 60%, while providing audit trails, anonymized data options, and actionable, aggregated insights for ongoing optimization.

Piraeus Bank

John Raptakis

Head of Remote Banking Development