Dynamics 365 brings amazing customer experience to NatWest

A multi-channel customer experience 

In order to deliver a seamless experience for its business customers, NatWest needed a seamless view of customer interactions. Existing systems did not provide this view. They were clunky, didn’t integrate with other key systems and were increasingly causing support issues.

The NatWest team began looking for a digital solution that could better support its ambitions to deliver a seamless customer experience across all channels. Andrew Harrison, MD & Head of Business Banking at NatWest, explains, “What we need is a way to stitch together all those different interactions with the customer.”

A switch to Microsoft Dynamics 365

NatWest chose to switch to Microsoft Dynamics 365 for Customer Service. Melanie Moreland, Programme Director at NatWest, states, “Our ambition as a bank has come together perfectly with the product development of Microsoft.”

“Microsoft have been a partner with NatWest for many years now,” agrees Andrew Harrison. “It’s made it really, really easy for us to integrate the new Microsoft Dynamics CRM.”

Staff have welcomed the new system. “We’ve got that seamless one single view of the customer,” enthuses Rashpal Martin, Head of Relationship Management at NatWest, “so they can 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 information.”

As a result, the relationship managers’ engagement with the systems has increased. Previously, a typical relationship manager would use the CRM once a week. Today, more than 90 percent of the relationship managers use the system every day.

Improved service for customers

The greater transparency and the improved engagement is helping to deliver performance and service improvements for customers. The business team can respond faster while having the information they need at their fingertips. The bank can better identify customer needs, even complex needs, and respond appropriately.

“By doing that over an eighteen-month period,” says Melanie Moreland, “we were able to move our customer service net promoter score (NPS) by over 25 points.”

The opportunities to develop the use of Microsoft Dynamics 365 to better meet customer needs is exciting. One aspect NatWest is working on is providing additional information to customers about their carbon footprint in order to help support their transition to net zero.

“We’re really excited now about looking forward to actually building on the technology,” says Andrew Harrison. “where we bring in artificial intelligence and start connecting it with all of our other channels. We’ll be able to have a much more holistic view.”