A complete end-to-end solution for financial organisations

In today’s challenging economic environment, many financial services companies are striving to differentiate themselves from the competition. However, price products and distribution models can often be imitated by competitors, and financial customers are more demanding than ever. Many companies are finding that the best way to attract and retain customers is to deliver an outstanding customer experience. See below the vision that we share for CRM in financial services to address the core challenges: growth enablement, loyalty & trust, regulatory compliance, operational efficiency, multi-channel and mobility:

industries financial services

The Microsoft vision is to help financial services companies transform from the transaction-centric model that’s been the mainstay for many years to a customer-centric model.

Here’s how we do it:


Achieve sustained growth

Give staff, advisors and agents a 360-degree customer view so they can act as a true “trusted advisor”. Identify new opportunities with robust segmentation, analytics and BI capabilities right within CRM. Increase wallet share via more targeted and relevant cross and up-sell offers.

Improve productivity & efficiency

Make it easy to adopt CRM and seamlessly track all customer communications in a native Microsoft Outlook user interface. Improve staff productivity by harnessing the powerful capabilities of Microsoft Excel, Word and SharePoint right within CRM to manage documents and interrogate data. Reduce operational costs by automating processes such as loan applications, customer on-boarding and account changes. Create role-based dashboards that help everyone do their job better, from management executives to financial advisors and support staff.

Win Customer Trust

Drive interactions that are personalized and relevant to help build rapport and loyalty. Arm your people and with complete customer and product information that help them resolve customer issues quickly and angle further sales conversations. Measure, track, and visualize key metrics such as customer satisfaction, retention, and profitability through the use of Goals.

Streamline compliance

Take advantage of the robust Process-Centric UI to easily define, automate and track key processes and tasks. Stay on top of any changes to customer information with the powerful Audit Log feature. Streamline the documentation process with embedded SharePoint document management capabilities.

Modernise through Mobile

Providing a CRM solution optimized for multiple mobile devices allows instant access to customer information out of the office. Stay connected with your customers anywhere, anytime with native offline capability.

Modernise through Social

Share best-practices and tips, and foster greater CRM adoption with built-in Yammer capabilities. Enable more effective cross-group collaboration and connect anytime, anywhere with embedded, powerful Skype for Business capabilities. Know your customers better and respond effectively using powerful social listening and analytics.

Modernise through Social

Share best-practices and tips, and foster greater CRM adoption with built-in Yammer capabilities. Enable more effective cross-group collaboration and connect anytime, anywhere with embedded, powerful Skype for Business capabilities. Know your customers better and respond effectively using powerful social listening and analytics.

Our customers see real tangible business benefits within the first 12 months of implementing CRM to drive productivity and efficiency, such as:

  • 60%–80% less time needed to create customer reports.
  • 75% reduction in time spent on data searches.
  • Increased customer engagement & reach from 40 to 90%
  • Client meeting prep time cut in half.
financial services

What verticals does CRM serve within Financial Services?


Wealth Management, Asset Management & Private Equity. Key drivers for capital markets (Wealth Management, Asset Management & Private Equity?

  • Drive to restore client trust
  • Growth of online, social and mobile channels
  • Changing client and investor expectations
  • Initiatives to increase transparency and compliance

Workloads for CRM in Capital Markets (Wealth Management, Private Equity & Asset Management):


Single client view

access to financial data, customer information, and collaborative tools in one user interface so they can provide relevant, personalized service to customers, creating a trust relationship for long-term loyalty and profitability.

Opportunity management

the business process flow allows you to model in a sales process with different stages and activities for the team to undertake. A unified way of working helps embed culture into the organisation.

Risk management

providing real-time analytics and in-line visualizations and KPIs so you can keep track of your risk exposure.

Regulatory compliance

ensure compliance with workflows to automate regulatory-required processes and build a data trail by automatically tracking all customer interactions, communications, and internal actions. Show all changes made to customer records with the easy-to-use Audit feature.

Advisory Services

use familiar tools native to Microsoft such as Outlook to integrate with customer records, giving you a holistic view of the customer prior to further conversations.

Profitability analysis

access to historical and predictive data about every customer so they can provide accurate service and timely advice, and make compelling cross- and up-sell offers at the right time. Helps identify high-value clients with built-in analytics so you can better focus your resources, and improves the profitability of existing customers.

Automation, alerts, exception handling

be alerted to new tasks and urgent actions by writing business rules into the data that is being captured, allowing you to be more proactive and preventative of certain issues related to opportunities or existing clients and investments.

Investor, Fund and Client On-Boarding

Streamline the onboarding process by making sure your people have access to up-to-date customer information in the context of an automated process that makes it easy to see what to do next. Ensure accurate, complete execution every time.

Complex relationship mapping

the use of roles and connections allow you to understand different relationship types and hierarchy structure of accounts & contacts across all stakeholders.

Complaints management

track cases with the help of queues to ensure that all complaints are escalated, tracked and streamlined within the system and see improvement in customer response times.

Investor servicing

leverage the self-service capabilities of the platform to allow more direct access to information for your customers and negate the cost for more investment in customer service overheads.

Advisor dashboard

Unify advisor functions and applications into a single, unified advisor dashboard that combines financial and market data, advisor tools, and a 360-degree view of the customer into one view.

Campaign & Communication management

create more targeted communication lists based on different audiences key to the business

Client reporting & document management

integration with SharePoint and OneDrive to file key client documents against records for quick access and version control

Capturing mandates and investment guidelines

centrally store collateral specific to funds that could apply to a series of customers along with room for syncing shared notes and conversations.

Key drivers for insurance?


  • Customer acquisition, retention, and loyalty
  • Reduce operational costs and increase efficiency
  • Regulatory change and compliance
  • Improve profitability in a challenging economy
  • Changing demographics, new markets

Workloads for CRM in insurance:


  • Single customer view
  • Broker management
  • Risk management
  • Regulatory Compliance
  • Broker commissions and payments
  • Underwriting
  • Enrollments and renewals
  • Account onboarding
  • Analytics & acturial systems
  • Cross-sell and up-sell
  • Complex relationship mapping
  • Policy issuance & management
  • Customer service and support
  • Annuities
  • Targeted marketing
  • Claims management
  • Channel management

Top business priorities for insurance executives today include:


  • Improving profit margins and wallet share and achieving organic business growth.
  • Measuring and improving customer satisfaction, and providing better customer experiences.
  • Better managing regulatory compliance.
  • Providing consistent customer experiences across channels and make better use of social and mobile technologies.

How can CRM help?


  • Give agents a 360-degree customer view so they can deliver superior customer experiences.
  • Automate onboarding, policy changes and other insurance processes to improve efficiency.
  • Win over a new generation of customers and employees with collaborative social and mobile tools.
  • Build strong, profitable relationships across your distributor network.
  • Automate and streamline regulatory-required processes.

Get Started

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Get in contact if you would like to hear from our customers in financial services

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