Arun ShankarNoor Bank, a Shari’a-compliant bank in the UAE, announced a partnership with Microsoft that will drive digital transformation within the bank’s operations to engage customers, empower employees, optimise operations and transform products and services. Within its decade-long presence, Noor Bank has grown at a substantial pace, and provides a broad range of products and services in the personal and corporate banking spaces, in addition to offering wealth-management, insurance, treasury and trading services.
In response to an increasing demand from millennial consumers for personalised service coupled with the flexibility of omni-channel digital experiences, Noor shaped its IT strategy to implement an enterprise-wide CRM system that would transform customer engagement. The bank’s leadership team focused on rolling out sales, marketing and services CRM modules across its centres of operations.
The solution was to deliver a single 360-degree point of information on customers, including prospects across corporate, retail, wealth and investments. It was also envisaged to be the core front-end enterprise application for the management of the customer lifecycle – from on-boarding to servicing, sales, marketing and off-boarding.
Noor Bank chose the Microsoft Dynamics 365’s CRM platform for its ability to deliver 360-degree views of customers, through its Common Data Model. Views will cover portfolios, interactions, experiences and automated services. Microsoft will work with Noor’s IT and line-of-business executives to ensure the platform will support the bank’s digital agenda and operational requirements for years to come.
During the selection process, the bank’s decision-makers also took note of Dynamics 365’s capacity for operational optimisation, especially the Social Selling dashboard, which collates open leads, top prospects and task schedules in a single, visual interface.
Another reason Noor Bank was attracted to Dynamics 365’s customer-engagement suite was LinkedIn Sales Navigator, an advanced tool that allows sales teams to manage the entire pipeline through the popular professional-networking platform. LinkedIn Sales Navigator helps sales teams leverage LinkedIn’s rich network to source new customers, nurture and grow existing relationships and maximise sales productivity and results, all through one platform.
John Iossifidis, Chief Executive Officer of Noor Bank, said: “Noor Bank is committed to being at the forefront of innovation by creating safe and seamless experiences for employees and customers. With Microsoft’s Dynamics 365 platform, we aim to empower our people to collaborate and deliver a differentiated level of service. The real time data and analytics gathered through this tool will allow us to stay ahead of the curve and deliver outstanding customer experiences.”
“Digital transformation yields boons that bridge business functions,” said Sayed Hashish, Regional, General Manager, Microsoft Gulf. “The ability to engage, empower, optimise, and transform – is the promise that platforms like Dynamics 365 deliver. It merges ERP and CRM, offers flexibility, cost benefits with a rich menu of AI-based business intelligence, and is built around a warehousing architecture called the Common Data Model.”
Key takeaways
- In response to demand from millennials Noor shaped its IT strategy to implement an enterprise-wide CRM system that would transform customer engagement.
- The solution was to deliver 360-degree point of information on customers, including prospects across corporate, retail, wealth and investments.
- Microsoft will work with Noor’s IT and line-of-business executives to ensure the platform will support the bank’s digital agenda and operational requirements.
- Noor Bank chose Microsoft Dynamics 365’s CRM platform for its ability to deliver 360-degree views of customers through Common Data Model.
- Microsoft will work with Noor’s IT and line-of-business executives to ensure the platform will support the bank’s digital agenda.
- The bank took note of Social Selling dashboard, which collates open leads, top prospects, task schedules in a single, visual interface.
- Noor Bank was attracted to Dynamics 365’s customer-engagement suite because of LinkedIn Sales Navigator, an advanced tool that allows sales teams to manage the entire pipeline.
