Case Studies

D365 Customer Service

Transforming Customer Service Operations in the FinTech Industry

Overview

A leading FinTech organization that specializes in corporate payouts aimed to modernize its customer service operations. The company helps businesses manage disbursements to individuals, such as consumer rebates, employee rewards, contractor payments, and incentive programs. Following a major merger, the organization expanded its services to include flexible payout options through virtual and physical cards, same-day ACH transfers, and digital wallets. As the business grew across industries such as automotive, healthcare, property management, and energy, managing customer support and payout inquiries became increasingly complex. To address these challenges and improve its operations, the organization partnered with KARYA Technologies to implement a unified, intelligent customer service platform powered by Microsoft Dynamics 365.

Business Challenges

The expanding FinTech company encountered rising operational challenges as its client and recipient network grew worldwide:

  • Siloed Systems and Poor Visibility – Multiple support channels and disconnected data made it hard to keep a unified customer view.
  • Slow Resolution and Frequent Escalations – Manual handoffs and repetitive work resulted in delays in resolving customer queries.
  • Limited Self-Service Options – Outdated knowledge bases lowered deflection rates and boosted support volumes.
  • Lack of Performance Insights – Not having dashboards and KPIs hinders proactive service management and performance tracking.

These issues caused increased operational costs, longer response times, decreased customer satisfaction, and greater agent fatigue, making a CRM transformation crucial.

Objectives

KARYA Technologies partnered with the FinTech organization to establish a clear roadmap focused on:

  • Consolidating all service channels into a single case management platform.
  • Improving First Contact Resolution (FCR) and lowering Average Handle Time (AHT).
  • Implement AI-powered self-service and chatbot triage for high-volume, low-complexity issues.
  • Establish data-driven reports and KPIs for continuous performance improvement.

The Solution

KARYA Technologies adopted Microsoft Dynamics 365 Customer Service as the unified platform, integrated with the Power Platform for automation and analytics.

Key Highlights

  • Unified case management across email, chat, social media, and phone channels.
  • Knowledge Management System featuring version control and intuitive search to empower agents.
  • SLA & Entitlement Tracking to ensure priority response for key customer segments.
  • Power BI dashboards provide real-time visibility into case performance, agent productivity, and CSAT.
  • Power Automate workflows to streamline escalations, approvals, and notifications.
  • Virtual Agent addresses common payout-related questions like payment status and refund updates.

Implementation Approach

KARYA adopted a structured, agile approach to implementation:
  • Phase 0 — Discovery (2–3 Weeks) : Stakeholder interviews, process mapping, and assessment of existing systems.
  • Phase 1 — Design & Prioritization (3–4 Weeks) : Configuration of case routing logic, SLA definitions, and knowledge taxonomy.
  • Phase 2 — Build & Integration (6–8 Weeks) : Customization of Dynamics 365 entities, telephony integration (CTI), and Azure AD SSO setup.
  • Phase 3 — Pilot & Training (2–4 Weeks) : Pilot launch with targeted agent groups, user feedback sessions, and structured training programs.
  • Phase 4 — Rollout & Stabilization (2–4 Weeks) : Full deployment, hypercare support, and optimization based on early performance data.
Total Duration: 3 – 4 months

Key Features

  • Skill-Based Routing : Automatic allocation of cases by expertise area (Payments, Fraud, Technical Support).
  • Tiered Queues : Structured case handling by service priority.
  • Virtual Agent Support : Reducing manual handling and response delays.
  • 360° Customer View : Integrated data from CRM and transaction systems for contextual service.
  • Audit & Compliance Tools : Ensuring regulatory traceability and risk mitigation.

Business Impact

Through its partnership with KARYA Technologies, the FinTech organization achieved measurable transformation outcomes:

  • Faster Resolution – Reduced average response time by 35%, with notable improvement in FCR.
  • Operational Efficiency – Automated workflows decreased manual effort by 40%.
  • Higher Customer Satisfaction – Enhanced self-service and better communication improved CSAT by 25%.
  • Insight-Driven Operations – Real- time dashboards empowered managers with actionable intelligence.
  • Scalable & Secure Framework – Cloud architecture ensures compliance and supports global expansion.

Conclusion

By partnering with KARYA Technologies, the FinTech leader successfully modernized its customer service operations—turning complexity into clarity. Using Microsoft Dynamics 365, the organization gained a secure, scalable, and insights-driven platform that improved customer experience and operational agility.

Do you want to use AI-powered Dynamics 365 solutions to revolutionize customer service?
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