Microsoft Financial Services Italy

HYPE

Customer Service Automation · Real-time Analytics · Sales Automation

HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys.

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Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE's omnichannel needs and delivered automated assistance to manage thousands of customer service interactions daily.

HYPE is an Italian neobank founded in 2015 to offer a simplified alternative to traditional banking models through the innovative delivery of financial products and services.

HYPE's customer service team managed nearly 45% of contacts via emails, 40% via chat and WhatsApp inquiries, and 15% via calls every day.

Italian neobank HYPE is committed to making banking so simple that customers never have to ask how to do it. To deliver that kind of simplicity

Reported impact

Business outcome

Solution

HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys. With Dynamics 365 and Copilot, HYPE connects with customers in an automated, but still personalized, fashion and achieved a 90% first call resolution rate. Italian neobank HYPE is committed to making banking so simple that customers never have to ask how to do it. To deliver that kind of simplicity, HYPE needed to equip its customer service workforce with easy-to-use tools and streamlined processes. The leader of a revolution in Italian banking chose Microsoft Dynamics 365 Customer Service and Customer Insights to similarly revolutionize the way it communicates with cus... HYPE is an Italian neobank founded in 2015 to offer a simplified alternative to traditional banking models through the innovative delivery of financial products and services.

Solution architecture

3 components · 2 layers

Serving
- Dynamics 365 Customer Service Gives service teams a unified workspace for cases, customer context, and responses.
- Dynamics 365 Customer Insights Unifies customer data and insights for sales and service teams.
Orchestration
- Copilot Studio Lets the team build and govern custom copilots and conversational workflows.

Architecture clues

Copilot Studio: Lets the team build and govern custom copilots and conversational workflows.
Dynamics 365 Customer Insights: Unifies customer data and insights for sales and service teams.
Dynamics 365 Customer Service: Gives service teams a unified workspace for cases, customer context, and responses.
HYPE is an Italian neobank founded in 2015 to offer a simplified alternative to traditional banking models through the innovative delivery of financial products and services.
Italian neobank HYPE is committed to making banking so simple that customers never have to ask how to do it. To deliver that kind of simplicity
With Dynamics 365 and Copilot, HYPE connects with customers in an automated, but still personalized, fashion and achieved a 90% first call resolution rate.

Evidence from the source

Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE's omnichannel needs and delivered automated assistance to manage thousands of customer service interactions daily.

HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys.

Italian neobank HYPE is committed to making banking so simple that customers never have to ask how to do it. To deliver that kind of simplicity

With Dynamics 365 and Copilot, HYPE connects with customers in an automated, but still personalized, fashion and achieved a 90% first call resolution rate.

Transparency Evidence & methodology 86/100 reference value · 90% confidence · 2 sources

Review how this reference was scored and trace each normalized claim back to its documented source.

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value86/100

Problem clarity20/20
Measures whether the customer's operational problem is specific enough to compare.
Implementation depth15/25
Rewards named components, data flow, integrations, and architecture detail.
Outcome specificity16/20
Measures whether the reported benefit is concrete rather than a generic claim.
Quantified impact25/25
3 metrics describe measurable impact.
Deployment scale10/10
Rewards evidence of a live or scaled deployment and meaningful integration scope.

Evidence confidence90%

Source authority20/25
The main evidence is an official vendor-published customer story.
Claim traceability23/25
11 of 12 key fields link to a named source.
Direct evidence20/20
4 direct source quotes retained.
Date provenance10/10
The publication date comes from the source page or publisher.
Source transparency9/10
2 source references document publisher, URL, authority, retrieval, and supported fields.
Implementation specificity8/10
Rewards source-backed components, data flow, quantified impact, and a specific outcome.

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

Microsoft
HYPE customer story

First-party
https://www.microsoft.com/en/customers/story/19684-hype-dynamics-365-customer-service

Source type
Vendor-published customer story

Published
Mar 5, 2025
Supports
- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes
- Publication date
HYPE
Una storia italiana | HYPE

First-party
https://www.hype.it/la-nostra-storia
The page markup identifies the address as "Biella" with "addressCountry":"IT"."

Source type
Official company website
Supports
- Region

Date evidence

Published on source page Mar 5, 2025 · Microsoft · First-party
Open date source

Not separately sourced Industry, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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