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Fintech / Customer Support Automation
Seamless Shift – US FinTech migration to Dynamics 365 - Customer & Case Management Transformation
The client managed customer support across multiple brands using disconnected tools and manual tracking. Their operations team struggled with fragmented case handling, inconsistent customer data, and long response times. The goal was to unify everything into a single platform that could automate customer journeys, streamline case routing, and provide a complete 360° customer view.
Client: US Based FinTech
Year: 2025
Duration: 5 months
Team Size: 4 members
The Challenge
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.
Our Solution
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.
Project Details
The project focused on moving the client’s fragmented support operations into one structured system. All customer interactions — emails, online forms, phone calls — were centralized so agents could work from a single place. The team mapped the entire customer journey, from initial inquiry to case resolution, and automated steps that previously required manual work.
A new classification model was introduced to bring structure to case creation. The system automatically analyzed the request type and assigned it to the right team. Real-time integrations ensured customer information was always up to date, making it easier for agents to verify details and offer relevant services.
The overall transformation helped the support team reduce delays, improve transparency, and plan better using live case volumes and SLA tracking. With everything streamlined, the client finally achieved consistent service quality across all brands.
"The new unified support system completely changed how our teams operate. Case routing is faster, customer details are always available, and our response times have improved more than we expected. This transformation helped us deliver a consistent and reliable experience across all our brands."— — Head of Customer Operations, US Fintech Firm
Project Information
Industry
Fintech / Customer Support Automation
Client
US Based FinTech
Year
2025
Duration
5 months
Team Size
4 members
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