League of Experts: The Digital Transformation of a Major Canadian Bank as Told by Project Manager Vishal Gungah

Our "League of Experts" series highlights the achievements of the XRM Vision team. This time, we had the pleasure of interviewing one of our talented project managers: Vishal Gungah. In this interview, he sheds light on a digital transformation he is particularly proud of: the successful implementation of Microsoft Dynamics 365 Customer Service for a major Canadian bank. Our expert shares his experience and his decisive role in this modernization in the banking sector.

Interview with Vishal Gungah, Project Manager

1. Which digital transformation project are you particularly proud of participating in?

So each application has its own specificities and bring value in its unique way. However, one project that stands out is our recent implementation of Microsoft Dynamics 365 Customer Service for one of the largest banks in Canada.

2. What were the positive impacts of Microsoft Dynamics 365 Customer Service for this bank?

We transformed the client's support operations by providing agents with a unified platform for case management, knowledge sharing and multi-channel engagement. Furthermore, we built automated workflows that enabled personalized and efficient customer interactions. This resulted in higher resolution rates and improved customer loyalty.

3. How did your role as a project manager contribute to ensuring the quality of the results?

As a project manager, my role is pivotal first of all in bridging the gap between clients and the project team. I mainly serve as the central point of communication, ensuring both parties are aligned and informed every step of the way.

By deeply understanding the client's perspective through active listening to their needs and concerns, our project management methodologies allow me to tailor our approach to meet the unique needs of each client and adapt our processes to maximize client engagement and satisfaction.

4. What problems did this platform based on Microsoft Dynamics 365 Customer Service help solve for this bank?

The platform helps capture all AML requests in one place, addressing the issue of dispersed and uncoordinated requests. It performs auto-assignment of requests to KYC associates, which solves the problem of manual and time-consuming assignment processes.  By considering the capacities of KYC associates, the platform ensures balanced workloads, preventing overburdening any single associate. Additionally, all documents related to requests are captured efficiently, eliminating the risk of lost or misfiled documents and ensuring easy access to important information.

5. What are the business results?

Calls analyses are now available to understand the trends. Outcomes of calls (successful and unsuccessful) and the reasons for these outcomes are available for analysis. SLA compliance is monitored and improved to meet the bank’s end-of-term goals. This has significantly enhanced the bank's operational efficiency and customer satisfaction.

A League of Experts

In summary, Vishal Gungah successfully led the implementation of Microsoft Dynamics Customer Service for a major Canadian bank. This achievement reflects our collective commitment to providing innovative solutions for each client, under the wise direction of project managers like Vishal and with the contribution of our League of Experts. A big thank you to Vishal for sharing his experience with us.