Pioneering cloud implementation at Bank Pocztowy

Poland’s Bank Pocztowy is implementing cloud computing to deliver cutting-edge, innovative banking services and products.

CRM technology allows Bank Pocztowy to increase customer satisfaction through individualised offerings of loans, accounts and payment cards.

The challenge

Bank Pocztowy needed an effective CRM system to streamline the processes of marketing agreement management and customer acquisition.

The bank was looking for a solution that would significantly improve the sales process, in both operational and management terms. One of its main goals was to automate the sales process at the level of the Call Centre and that of the branches, as well as managing marketing consents from the perspective of multiple contacts. The system also had to be integrated with the current IT infrastructure, and ensure flexible development to cover a wider range of activities and processes.

Our approach

The project team of Bank Pocztowy and PwC Polska had four tasks:

definition of business processes,

business requirements analysis,

design, configuration and customisation of the solution,

tests, training and system implementation.

“CRM allows you to acquire new customers more effectively. It lets you offer tailor-made packages of services at the right moment, delivering an efficient response to customers’ individual expectations. The customer doesn’t waste time analysing generalised offers that don't interest them. The CRM system, or rather the data it contains, allows you to prepare an offer that precisely meets the customer’s expectations. We can de facto create individual packages for each client, e.g. for loans, accounts or payment cards. We will continue to develop IT solutions in the cloud, because it brings clear benefits to our clients, and thus to the bank.”

- Marcin Ledworowski, Member of the Management Board at Bank Pocztowy responsible for the business and IT area (through 31 August 2022)

“CRM allows you to acquire new customers more effectively. It lets you offer tailor-made packages of services at the right moment, delivering an efficient response to customers’ individual expectations. The customer doesn’t waste time analysing generalised offers that don't interest them. The CRM system, or rather the data it contains, allows you to prepare an offer that precisely meets the customer’s expectations. We can de facto create individual packages for each client, e.g. for loans, accounts or payment cards. We will continue to develop IT solutions in the cloud, because it brings clear benefits to our clients, and thus to the bank.”

- Marcin Ledworowski, Member of the Management Board at Bank Pocztowy responsible for the business and IT area (through 31 August 2022)

The solution

The Microsoft Dynamics 365 CRM system, implemented in the cloud, allowed the unification and organisation of Bank Pocztowy’s sales process. The CRM capabilities are used by customer advisors in branches, and consultants on the Bank's hotline.

The CRM system delivered a range of benefits:

easy and effective service of potential customers,
a standardised customer acquisition process for selected products,
monitoring individual departments’ activities in the sales process,
providing detailed information by visualising sales data,
a user-friendly interface,
dashboards summarising team activities,
a hierarchical structure enabling easy management of teams and their performance at various levels,
personalised communication with the client,
a shortened response time for the Bank's employees,
a higher response rate from potential customers.

On the basis of analyses prepared in the system, individual offers for potential bank customers are created.

Customers using banking services pay attention to the way the offer is adapted to their actual expectations, which change under the influence of individual needs, new offers or the market situation. PwC analyses show that customers receiving personalised communication are three times more satisfied with their relationship with the bank than those who don’t.

The new process of managing data of potential customers also makes it possible to respond to current customer needs and find the optimal product, for example when the product range changes.

“Implementation of such a large system in a short time would not be possible without the cloud. Bank Pocztowy has already decided to use cloud technology widely. We have built internal competences and developed experience related to maintaining security and meeting the regulations set out by the Polish Financial Supervision Authority. All this allowed the team to complete the project in just four months.”

- Jacek Presz, director of the IT Management Office, Bank Pocztowy

Business effect

Thanks to the new solution, the bank's consultants have capabilities including calling customers back within a few minutes of their submitting a loan application, and proposing individualised service packages. The new process of managing data of potential customers also makes it possible to respond to current customer needs and find the optimal product when, for example, the Bank's offer changes.

Innovation security

To ensure maximum security of the bank's customer data in the Microsoft cloud, the latest functionalities of Microsoft Dynamics 365 Sales were used, providing Bank Pocztowy with full and precise control of access to customers' personal data.

“This CRM project is certainly an example of a pioneering use of the cloud in Polish banking – it is one of the first implementations of CRM Dynamics 365 in the cloud for retail banking on the Polish market. Bank Pocztowy once again proves its agility, which it has achieved not only thanks to the courage of decision-makers, but also the technological advancement of the entire institution.”

- Marek Młyniec, Partner, PwC Poland, responsible for project design, implementation and support

“This CRM project is certainly an example of a pioneering use of the cloud in Polish banking – it is one of the first implementations of CRM Dynamics 365 in the cloud for retail banking on the Polish market. Bank Pocztowy once again proves its agility, which it has achieved not only thanks to the courage of decision-makers, but also the technological advancement of the entire institution."

- Marek Młyniec, Partner, PwC Poland, responsible for project design, implementation and support

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Pioneering cloud implementation at Bank Pocztowy

Poland’s Bank Pocztowy is implementing cloud computing to deliver cutting-edge, innovative banking services and products.

The challenge

Our approach

The solution

The Microsoft Dynamics 365 CRM system, implemented in the cloud, allowed the unification and organisation of Bank Pocztowy’s sales process. The CRM capabilities are used by customer advisors in branches, and consultants on the Bank's hotline.

On the basis of analyses prepared in the system, individual offers for potential bank customers are created.

Business effect

Innovation security

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