We understand this
to be one of the largest
geographical rollouts
of Microsoft Dynamics
within financial services.
Equipping our frontline colleagues
with digital capabilities
that enable them to offer
the highest levels of service
to our clients is at the
heart of our strategy.
- The tools have to be supporting
our conduct and our
risk management agenda,
enabling the business to collaborate,
but then on top of that,
they need to start
providing business value.
- We needed a solution that
we could rapidly scale,
which was robust, secure, and compliant.
- HSBC is a highly complex
financial institution
with more than 200,000
employees in 60 plus markets.
Our frontline requires timely, accurate,
and actual CRM data to
effectively run our business
and thoughtfully deploy
the resources of HSBC
to our clients around the globe.
- Microsoft Dynamics has been essential
as a key entry point into the ecosystem
for our frontline teams.
- Dynamics is truly user centric,
the level of insight and
analytics and the feedback
that is then created off that
is then how we drive value
and couple both the
human aspect of banking
with the digital aspect of banking.
- The results have been exciting,
we were able to rapidly
develop a proof of concept,
launch and iterate that in one market,
and then once we're
satisfied with the results,
rapidly scale out across 50 plus markets
within a nine month period.
- We've seen improvements
in the collaboration
of our client facing teams,
which is clearly contributing
to a better experience for our clients.
- It's bringing that information together
and changing the culture
from the frontline
having to reach out and
pull that content together
to actually having it pushed to them,
and therefore, their energy is spent
on creating the right
narrative for the client.
- What continues to evolve
are the needs of our clients,
and obviously, technology as well.
Dynamics 365 provides
the rails to grow with us
from a CRM perspective.