IT Operations Automation
NFCU needed to replace a legacy CRM environment that forced employees to work through manual steps, disconnected systems, and complex security workflows that slowed case handling and increased compliance risk.
Reported impact
NFCU improved case closure rates by over 50%, reduced task completion times from days to hours, lowered processing errors, and strengthened regulatory compliance while improving the employee experience.
Capgemini helped Navy Federal Credit Union replace fragmented back-office and CRM processes with a unified operating model centered on a modern CRM platform and Microsoft AI Business Solutions. Legacy case handling, security checks, and research-heavy workflows were redesigned so work could move through a single environment instead of disconnected tools and manual handoffs. AI services automate classification, validation, routing, and next-best-action guidance, giving staff structured recommendations while keeping humans in control of case resolution. The implementation paired process re-engineering with technology integration so case data, workflow status, and compliance steps are handled consistently across teams. By reducing repetitive work and improving information access inside the CRM flow, NFCU created a faster, more reliable, and more compliant operating model for day-to-day back-office processing.
Legacy case and customer work is consolidated into a unified CRM platform, where Microsoft AI Business Solutions classify, validate, route, and guide next actions before employees complete the case inside the modernized workflow.
"Improved case closure rates by over 50%"
"NFCU’s day-to-day operations were being held back by its legacy CRM environment, leaving the team relying on manual steps, disconnected systems, and complex security workflows."
"Reduced the time to complete tasks from days to hours"
"Together, they put a plan in place: unify NFCU’s legacy systems into a single, modern CRM platform, redesign its workflows to eliminate manual steps and improve compliance, and infuse Microsoft AI Business Solutions to automate classification, validation, routing, and next‑best‑action guidance."
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Worldwide 25,450 Employees. AS OF JUNE 30, 2026.
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