HSBC is one of the largest banking and financial services institutions in the world with more than 200,000 employees in over 64 countries. When driving digitalization in its complex environment became overwhelming, it turned to the Microsoft portfolio of intelligent business applications. Read the customer story to see how the solution empowers HSBC to deliver operational excellence and create more engaging customer experiences.
What is the role of Dynamics 365 at HSBC?
Dynamics 365 plays a crucial role at HSBC by enhancing collaboration among client-facing teams and improving the overall user experience. It provides better access to customer information, insights, and analytics, enabling frontline staff to engage in more meaningful conversations with clients. This system supports the bank's conduct and risk management agenda while delivering business value.
How did HSBC implement Dynamics 365?
HSBC adopted a structured approach to implement Dynamics 365, starting with a proof of concept in one market. Once satisfied with the results, they rapidly scaled the solution across 50 markets within a nine-month period. This method allowed them to iterate and refine the system effectively before a wider rollout.
What improvements have been observed with Dynamics 365?
Since implementing Dynamics 365, HSBC has observed significant improvements in collaboration among client-facing teams, which has positively impacted client experiences. The system has streamlined access to information, allowing staff to focus on crafting the right narratives for clients rather than searching for content, ultimately enhancing both internal and external customer experiences.
Sign in with LinkedIn