Seamless Shift – US FinTech migration to Dynamics 365 - Customer & Case Management Transformation

Support operations were scattered across different systems, making it difficult to manage customer queries efficiently. No unified platform for handling emails, web-form submissions, or direct calls. Heavy manual effort in capturing customer details, validating information, and assigning cases. No clear case taxonomy, leading to inconsistent tagging and delays in routing. Limited visibility into customer score details and external data needed for decision-making. Hard to maintain SLAs due to lack of automation and real-time tracking.

Implemented a unified customer support system built on Dynamics 365 Service Cloud. Integrated external systems such as credit scoring and finance tools to show complete customer details inside the platform. Automated lead-to-customer transitions, case creation, classification, routing, and notifications. Designed a clean case taxonomy to standardize issue categorization across all brands. Connected email, webforms, and call sources into the unified case management flow. Enabled real-time access to the entire customer profile through data integration with internal ERP and external scoring platforms. Built workflows to simplify operations, reduce manual effort, and ensure consistent issue handling.