Case Study: a large digital bank boosts call handling efficiency by 40% with Persistent Systems

Malaysia’s first digital bank enhances call handling efficiency by 40%

Persistent Systems worked with a large digital bank that was struggling to deliver streamlined customer service for retail and SME customers. Customer service representatives had limited real-time access to customer information, which led to frequent internal transfers, long wait times, and slower call handling, while the bank also lacked a full 360-degree view needed to support personalized offers and faster product rollouts.

Persistent Systems implemented Microsoft Dynamics 365 integrated with the bank’s core systems and third-party applications, including a Canvas app, Dynamics CRM, NICE with Dynamics Omnichannel, and Persistent Service 360, with Azure DevOps supporting CI/CD deployment. The solution gave agents real-time customer visibility and a single view of interactions, improved support efficiency, and helped automate deployments, resulting in a 30-40% boost in call handling efficiency and empowering more than 1,000 customer support representatives.