BEYOND BANK ACHIEVES TRANSFORMATION WITH COMPREHENSIVE MICROSOFT SOLUTION FROM UXC ECLIPSE, A CSC COMPANY
- To transform the customer experience
- A complete Microsoft Office 365 implementation utilising the entire Microsoft Stack
- A 360-degree customer view enabling the Bank to act quickly on insights to improve business performance
- Bank representatives can access the system from any location
- Reduced time for common processes, as well as reducing the potential for errors
The first project of its kind in South East Asia, UXC Eclipse, a CSC company, implemented a comprehensive solution that leveraged the Microsoft Stack to help Beyond Bank Australia achieve its goal of business transformation and improved customer interactions.
To deliver on its ambitious goal of transforming the customer experience, Beyond Bank needed to know more about its customers, and it needed to achieve stronger integrations with both internal and external systems. The Bank’s ability to capitalise on potential sales opportunities and to deliver a unique, personalised experience was hindered by its disparate systems, which stored essential information in various silos.
The Bank was looking for a solution with a full suite of functionality, including: a consolidated view of the customer’s portfolio; sales prospecting and opportunity support; comprehensive reporting; intuitive, customer-focused processes; and marketing campaign management and automation. Importantly, the system had to be more agile and lower-cost than traditional banking CRM systems. To achieve this, Beyond Bank wanted to implement a fully cloud-based solution.
Beyond Bank worked with UXC Eclipse to select a complete Microsoft Office 365 implementation that utilises the entire Microsoft Stack to deliver a seamless, efficient, and effective user experience.
With UXC Eclipse development, the Dynamics CRM platform lets the Bank’s employees get a 360-degree view of the customer without having to navigate between screens. It presents customer data, business processes, and business rules. It is tightly integrated with Office 365 and SharePoint to store, retrieve, and co-author documents related to Beyond Bank customers. It also includes Document CorePack, a document management solution and AbelBridge Editable Grids within Dynamics CRM to build on the Microsoft user experience.
Beyond Bank is also adding Azure Machine Learning, Dynamics Marketing, Social Listening, and Voice of Customer to its stack to get a better understanding of its customers and communicate with them more effectively. Azure Service Bus was used to integrate the CRM system with the core banking system and all external data sources.
Moving to a cloud-based approach was crucial. It delivers Beyond Bank key functionality and significant financial savings that would not have been possible otherwise. For example, the cloud-based approach means Bank representatives can access the system from any location using a touchscreen device, letting them sign up new customers immediately when in the field.
The increased integration enabled by Azure Service Bus has successfully transformed the Bank’s business processes, streamlining them and removing unnecessary manual work. By automating where possible, the Bank will continue to reduce the time for common processes such as on boarding and opening new accounts, while reducing the potential for errors.
Using the various elements in the Microsoft Stack, Beyond Bank can gain a truly 360-degree view of the customer. Previously, the Bank’s CRM system only contained basic customer information. Now, through Dynamics CRM, Dynamics Marketing, and Social Listening, the Bank not only gains that 360-degree view, but it will also look to predict customers’ future behaviour (by leveraging Azure Machine Learning).
Importantly, the Microsoft solution has demonstrated that financial institutions can dramatically lower the cost of ownership of mission-critical systems. Most banking systems are legacy, on-premise solutions that include significant licensing and support costs. These overblown solutions were necessary in the past but, with the advent of local data centres, Beyond Bank was able to reduce its cost of ownership substantially by choosing the Microsoft Stack delivered by UXC Eclipse.
Beyond Bank anticipates seeing a higher quality of intra business referrals, increased sales per customer, and increased customer satisfaction as a result of the new system. When it comes to efficiency, the Bank expects a reduction in the time it takes to assist each customer due to consistent and streamlined business processes. Staff will have fewer screens to click through, which will also save time and provide faster access to the information they need.