NatWest moves to Microsoft Dynamics 365 Customer Service resulting in £10m+ software savings

A need to streamline legacy systems

As one of the UK’s leading financial services institutions, NatWest employs more than 14,000 front-line colleagues to look after 16 million customers. These colleagues respond to more than 50 million colleague-led customer interactions per year, with customers expecting an increasingly personalised service. 

“Like all big, incumbent banks, NatWest has a vast array of legacy applications and tools. To answer any one customer enquiry requires multiple screens and platforms, switching through different screens and logins,” explains Kai Grunwald, Transformation Portfolio Lead, Retail Bank at NatWest Group. “Colleagues are not always able to resolve issues at the first point of contact and they’d often have to pass customers on to other colleagues across the bank… a huge amount of time and energy is put into managing these legacy platforms – in terms of both cost and risk management.”
 

Faster customer service with Microsoft Dynamics 365  

NatWest needs a new solution that to enable customer enquiries to be handled in a more streamlined and one-touch manner, enabling it to deliver a faster, more responsive service to customers.  
 

“We needed a cutting-edge customer engagement platform to modernise the customer experience across all of our business areas,” says Wendy Redshaw, CDIO Retail Bank at NatWest Group. “In the end, Microsoft Business Applications with Microsoft Dynamics 365 Customer Service at the core was the only clear choice.” 
 

“The key features we’re using in the Microsoft Dynamics product sets are all the pre-built full-view-of-the-customer screens and the power platform,” explains Kai Grunwald. “That allows us to bring the right, pertinent information about customers in front of a colleague in one place and allows them to execute customer requests easily and quickly.” 
 

“Our one desktop enables colleagues from across the business areas to easily manage and execute customer requests. That is the strength of the technology Microsoft provides,” states Jimmy Robertson, Head of Branch Network, CE&D at NatWest Group.  

Banking on being the best

Transformation of this scale requires extensive effort and change readiness and colleagues have embraced the new, streamlined solution. Jimmy Robertson continues, “We love the modern interface. It’s intuitive and easy to use. Everything is the same look and feel – from our emails to the dashboards. It gives us so much more than our previous system.” 
 

NatWest has begun its customer engagement platform transformation with appointment booking. Instead of the five legacy systems the bank previously used to manage the 700,000 appointments that happen every year in its mass-market business, NatWest now has a single system. Kai Grunwald says, “Colleagues from across the bank are able to book in appointments with each other with ease and many of the manual processes are now automated.” 
 

Wendy Redshaw agrees, “We’re well on our way to achieving that and we couldn’t be there without Microsoft Dynamics 365 Customer Service. It’s an exciting time for us.”