With over 30 million customers and rapid growth, Banco PAN faced operational challenges due to its outdated platform. To overcome these challenges, the institution adopted Microsoft Dynamics 365 Customer Service to unify customer service, optimize processes, reduce response times, and integrate digital and voice channels into a modern and efficient platform. The solution achieved significant improvements: a 33% reduction in system execution time, a 10% reduction in average handling time (AWT), and a 14% reduction in customer conversation time.
In 2023, the financial institution identified the need to modernize its entire customer service tool structure. The rapid growth of customers and products brought new demands and complexities to the customer service infrastructure (voice and chat), requiring scalable and innovative solutions. The fragmentation of platforms hindered the integration of customer journeys and negatively impacted the operator experience. Operational teams had to deal with multiple siloed systems, making the process less efficient and increasing the potential for operational errors.
"Our operator had to switch between multiple screens to resolve a single customer request, which wasn't ideal," explained Priscila Lira Nicoli, project manager at Banco PAN. After analyzing several options and not finding the level of customization and functionality they needed, PAN considered the new version of Microsoft Dynamics 365, finding the platform to meet the features they were looking for in their digital transformation.
Migrating to a modern, unified solution
The adoption ofMicrosoft Dynamics 365 Customer Serviceallowed Banco PAN to comply with financial sector regulations, where failure to meet deadlines can result in penalties. This need drove implementation in record time, bringing an innovative approach to customer service. The bank initiated this transformation with card-related services, encompassing both conventional cards and payroll loans.
The solution integrated Customer Service Workspace with WhatsApp and voice channels, providing a consistent experience for agents. Additionally, advanced features such as unified routing were implemented to optimize call distribution.
Another fundamental aspect of the solution was the integration with theMicrosoft Dataverse in real time, enabling a faster and more efficient flow of information. “Now, our operators have immediate access to customer history and can resolve issues much more quickly,” said Tulio Prado, customer service superintendent at Banco PAN. The use ofMicrosoft Power Apps Component Frameworkfor incorporating micro front ends (MFEs) also enabled a more user-friendly and responsive interface for operators.
The collaboration between PAN, Microsoft, and AlfaPeople was crucial to the implementation of Dynamics 365 Customer Service, combining experience, knowledge, and strategic support. AlfaPeople's expertise in APIs and bank integrations provided a significant advantage, while the team's familiarity with the systems facilitated the process. Furthermore, whenever necessary, they relied on Microsoft support to ensure a smooth implementation.
The team adopted best practices to ensure effective implementation, balancing customizations with the use of the platform's native features. Scalable customization allows for easy replication, ensuring a smooth transition. "Previously, customer service focused only on specific issues reported by customers. Today, we have a complete customer journey in place, guiding each step of the journey and ensuring greater customer satisfaction at the end of their interaction with us," emphasized Kelly Fires, executive manager of customer service platforms at Banco PAN. This approach provides operators with a system that eliminates manual tasks, increasing efficiency and quality in customer support.
Impacts on customer experience
The implementation of Dynamics 365 Customer Service had a significant impact on Banco PAN, reducing average operator time (AOT) by 10%, operator-customer conversation time by 14%, and reducing system execution time by 33%. "The new platform has improved both operational efficiency and the operator experience, as they now have a more intuitive system, like a smartphone, where key actions are easily learned by any user," said Túlio.
The first-contact resolution rate has increased, reducing the need for follow-up interactions and call volume in the call center. "With the new features, we've been able to increase the first-call resolution rate, resulting in more than 98% of contacts effectively resolving the issue with the customer online," said Kelly.
The Bank also saved annually on software licensing, allowing reinvestment to improve the customer experience. Operator training has also improved significantly. Previously based on static presentations, it now takes place directly on the platform, simulating real interactions.
Fertile environment for the expansion of artificial intelligence
Banco PAN is expanding its solution to new business areas, such as payroll loans, vehicle financing, and digital accounts. The bank is also testing new technologies to further enhance service. "We're exploring Highlights, which allows easy access to customer interaction history, and Copilot, which will help agents get quick and accurate responses," said Túlio.
PAN is evaluating new AI-based features to make customer service more dynamic and intuitive. "Our goal is to reduce the difficulty operators have in accessing critical information during customer service, enabling faster and more accurate responses. Additionally, we've built several self-service journeys, incorporating AI, allowing customers to access basic services in a standardized way, 24/7," emphasized Túlio.
EN 
PT 
