- Customers are everything to us.
We look at how the business operate today,
how they could operate in the future,
and then we come up with
technology solutions
to make that change happen.
- NatWest is one of the
largest banks in the UK.
In business banking, we
have a million customers,
and what we really need is a way
to stitch together all
of those interactions
with the customer.
- Previous platforms
have been quite clunky.
So it didn't integrate
with other key systems.
- They were increasingly causing us
support issues around stability.
We therefore took the decision to migrate
to Dynamics 365 Customer Service.
- Microsoft have been
a partner with NatWest
for many years now.
It's made it really, really
easy therefore for us
to integrate, you know, the
new Microsoft Dynamics CRM.
- We've got that seamless one
single view of the customer.
So they could start off their journey
on the website for example,
but we would know all that interaction
through this platform.
Whereas, previously, we didn't have
that kind of functionality.
- Relationship manager
was probably only using
the system once a week.
We're now seeing that 90%
of our relationship managers
are actually using the system every day.
- It's been so much quicker.
The ability to see everything
that's going on with that
customer in one place.
Whether it's helping you to
drive business prioritization,
whether it's helping you
to look at team needs
for training requirements
based on the performance
of our colleagues using the system,
it's been able to help
us identify customers
with perhaps more complex needs.
And through doing that
over an 18 month period,
we were able to move our customer
service NPS by 25 points.
- And we're really excited now
about looking forward to actually
building on the technology
where we bring in artificial intelligence,
and start to connect it with
all of our other channels.
We'll be able to have a
much more holistic view
of the carbon impact from our customers
to help our customers make that
transition towards net zero.
- We have definitely benefited
from some of the foresight from Microsoft
in terms of their product development.
Our vision, our purpose,
and our ambition as a bank
has come together perfectly
with the product
development from Microsoft,
and our ambition to become
a digital bank in the relationship world.