Case Study: Bankwest achieves streamlined self-serve appointments and a 10–15 point NPS lift with Microsoft Power Apps

Bankwest transforms customer experience with smart self-serve solution

Bankwest, a major Australian bank, needed to simplify how customers book appointments and reduce pressure on its call centers while quickly adapting services during COVID-19. To streamline customer interactions and give customers control over when, where and how they meet the bank, Bankwest implemented a self‑serve appointment system built on Microsoft Dynamics 365 and the Microsoft Power Platform, including Microsoft Power Apps.

Using Microsoft Power Apps (with Dynamics 365, Office 365 and partner Insight for implementation), Bankwest launched an online booking portal that schedules appropriately qualified staff, sends SMS confirmations and toggles phone or face‑to‑face options by location. The solution cut call‑center load, lifted net promoter score by 10–15 points, accelerated software release lead time by about 65% (from 7–8 days to as little as 16 hours), and increased productivity more than 25%, while improving security and remote work capability with Microsoft Surface, Windows 10 and Azure Sentinel.

Bankwest

Nick Mittas

Executive Manager Distribution Operations