Reported impact
Business outcome
Thanks to the new solution, ProCredit Bank improved first-time resolution by 23% and reduced customer wait times by 30%, improving customer satisfaction.
- Customer Experience
- Productivity Improvement
- Revenue Growth
MicrosoftFinancial ServicesCustomer Service AutomationMarketing PersonalizationSales AutomationAI and Machine LearningContact CenterERP / CRMGenerative AI / LLMCustomer ExperienceProductivity ImprovementRevenue Growth2024 MicrosoftMS#0078d4Financial ServicesRomaniaAddressing scattered customer information Previously, ProCredit Bank's outdated and siloed applications made it difficult to navigate client interactions effectively.Dec 3, 20245Customer Service Automation|Marketing Personalization|Sales AutomationAzure OpenAI Service · Dynamics 365 Contact Center · Dynamics 365 Customer Insights0 2024-12-03 5
ProCredit Bank
Customer Service Automation · Marketing Personalization · Sales Automation
Addressing scattered customer information Previously, ProCredit Bank's outdated and siloed applications made it difficult to navigate client interactions effectively.
Solution
ProCredit Bank built its Microsoft solution to improve customer-service and conversational-support workflows. Addressing scattered customer information Previously, ProCredit Bank's outdated and siloed applications made it difficult to navigate client interactions effectively. Key components included Azure OpenAI Service ran model inference or heavy processing, and Dynamics 365 Contact Center delivered dashboards, apps, or copilots to users. Requests and business records enter Dynamics 365 Contact Center, where Azure OpenAI Service assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer. The stack stayed governed and extensible on Microsoft. Thanks to the new solution, ProCredit Bank improved first-time resolution by 23% and reduced customer wait times by 30%, improving customer satisfaction.
Data flow
Requests and business records enter Dynamics 365 Contact Center, where Azure OpenAI Service assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer.
Solution architecture
- Compute
- Azure OpenAI Service Runs large language models that generate grounded responses, summaries, and copilots.
- Storage
- Dynamics 365 Customer Insights Unifies customer data so teams can personalize service and engagement workflows.
- Serving
- Dynamics 365 Contact Center Supports omnichannel service operations, agent productivity, and automated customer assistance.
- Dynamics 365 Customer Service Provides the case-management and service workspace for customer-support teams.
- Dynamics 365 Sales Gives sales teams a unified CRM system for pipeline management and seller productivity.
Architecture clues
- "We already use Outlook for email, Microsoft Azure for hosting various banking applications, and other Microsoft 365 tools across the bank.
Evidence from the source
Addressing scattered customer information Previously, ProCredit Bank's outdated and siloed applications made it difficult to navigate client interactions effectively.
Boosting agents' responsiveness With the implementation of Dynamics 365 Customer Service, ProCredit Bank call center specialists have all the information they need at their fingertips during client conversations.
In partnership with Aleman Software Group and Quipu, the bank reimagined its workflows and centralized all client information using Dynamics 365 Customer Service.
Popescu explains: "We integrated and synchronized information between Dynamics 365 Customer Service and our core banking application, implementing a 15-minute refresh cycle.
ProCredit Bank chose Dynamics 365 Customer Service to streamline its contact center operations.
Thanks to the new solution, ProCredit Bank improved first-time resolution by 23% and reduced customer wait times by 30%, improving customer satisfaction.
Transparency Evidence & methodology
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 value70/100
- Problem clarity20/20Measures whether the customer's operational problem is specific enough to compare.
- Implementation depth20/25Rewards named components, data flow, integrations, and architecture detail.
- Outcome specificity20/20Measures whether the reported benefit is concrete rather than a generic claim.
- Quantified impact0/250 metrics describe measurable impact.
- Deployment scale10/10Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
- Source authority20/25The main evidence is an official vendor-published customer story.
- Claim traceability21/2510 of 12 key fields link to a named source.
- Direct evidence20/206 direct source quotes retained.
- Date provenance10/10The publication date comes from the source page or publisher.
- Source transparency8/101 source reference document publisher, URL, authority, retrieval, and supported fields.
- Implementation specificity8/10Rewards 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.
- https://www.microsoft.com/en/customers/story/19873-procredit-bank-azureMicrosoftFirst-party
ProCredit Bank customer story
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
Date evidence
- Published on source page Dec 3, 2024 · Microsoft · First-partyOpen date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.
Related
Similar use cases
Microsoft Sample Jul 24, 2024 Milpark Education Milpark Education, a South African higher education provider, faced operational challenges in student support. Azure · Dynamics 365 Customer Insights · Dynamics 365 Customer Service Microsoft Sample Mar 5, 2025 HYPE 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. Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE's omnichannel needs and… Copilot Studio · Dynamics 365 Customer Insights · Dynamics 365 Customer Service Microsoft Sample Mar 27, 2024 Trusting Social Trusting Social wanted to deliver personalized banking and financial inclusion at mass-market scale, but it needed a cross-border AI platform that could integrate its data foundation, support autonomous agents, and… 10% increase in conversion rates Azure Database for PostgreSQL · Azure Databricks · Azure Kubernetes Services