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A five-week Dynamics 365 deployment by Microsoft partner Avanade has helped lay the foundation for Bank of Queensland's (BOQ) new customer engagement platform.
According to Microsoft, work on the new solution began in early 2017, when the bank started to explore which platforms would work best for its needs. BOQ worked with Avanade on the project, completing the initial roll-out of the system in just over a month.
Avanade's initial execution was just the first phase of the bank’s broader customer engagement platform strategy, with the financial institution replacing a previously manual customer feedback system with the automated solution.
“Working with Avanade which has deep experience in Dynamics 365 allowed BOQ to deploy fast and well and we look forward to working with the bank as it continues to digitally transform to deliver exceptional customer experiences,” said Microsoft Australia managing director Steven Worrall.
While working with Avanade on the Dynamics 365 deployment, BOQ reined in the temptation to customise the platform, recognising that additional customisation could act as a brake on future agility.
Now, following the roll-out of the initial solution, the bank has a platform that allows about 1,000 of its personnel to load customer feedback directly into Dynamics 365.
According to BOQ senior manager, group customer relations, Adrian Biermann, the solution is already working to support the bank’s efforts to respond rapidly to customer enquiries and concerns by giving frontline personnel greater capabilities.
For Anthony Ingeri, program manager for the customer engagement platform, one of the big benefits of the solution has been the functionality to add documents, activities and notes through the solution’s timeline feature.
“We have this huge opportunity to bring to life the full features of Dynamics 365, particularly in the workflow area and how it interacts with the Office 365 products,” he said.
According to BOQ, the additional insight that it gleans from the improved collection of customer feedback also supports the bank’s product and service development.
With the Dynamics 365 solution under its belt, BOQ plans to begin exploring Microsoft Azure artificial intelligence capability, with a particular interest in the sentiment analysis opportunities.
Additionally, the bank is considering how it could deploy Power BI in the next three to six months, a move aimed at supporting the visualisation of the data that it is capturing thanks to its new solution.
