Business Elements is helping bpost bank in its digitisation strategy in customer engagement by migrating the current CRM from an on premise architecture to the cloud.

As the implementation partner for Microsoft Dynamics 365 Business Elements implemented following modules: Dynamics Marketing Automation, Dynamics Sales Enterprise and Dynamics customer service.

Next to the technical migration, Business Elements helps bpost bank implementing new core business process that drives the customer engagement of the future.

As a result bpost bank now has an integrated CRM showing 360 degrees view of its customers. 

CHALLENGES

• Creating a platform where all customer data is centralised, coming from different back-end sources. Several integrations with batch and real time synchronisation.
• Migration CRM 2011 to Dynamics 365 and updating business processes to a future proof state.
• Multi tenants management : next to internal users also providing access and usage to 450 external users.
• Rebranding of the internal CRM solution and optimisation of internal user adoption.
• GDPR compliancy support.

SOLUTION

The solution implemented, Dynamics 365 Customer Engagement is covering all core processes in the customer engagement strategy of the bank: Sales, Marketing and Customer service.  

From lead generation through targeted marketing campaigns, over the commercial follow-up with automatic appointment booking and a lead qualification process, up to the opportunity follow-up until contract signature and the management of the after sales process with complaint management and a knowledge base for the users, this solution offers the full scope to commercial employees to have the full 360 degree view of their customers.