How a mid-market wealth-management firm consolidated email, chat, voice and WhatsApp onto Dynamics 365 Customer Service with unified routing and Copilot suggestions. -38% handle time, +22% CSAT, 9 weeks to go-live.
The customer ran a 200-agent contact centre across 3 cities serving high-net-worth clients. Email lived in Outlook PSTs, chat in a third-party widget, voice on an on-premise PBX, and WhatsApp on personal devices. SLAs were defined per channel; nothing rolled up to a single dashboard. Average handle time on portfolio queries had crept above 14 minutes, agent ramp-up took 11 weeks, and supervisors had no real-time visibility — only end-of-day spreadsheets.
The compliance team also wanted every interaction to be searchable and exportable for regulator audits, which the legacy stack could not satisfy without weeks of manual reconciliation.
All numbers anonymized and rounded. Detailed reference call available under NDA.
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