PKO Leasing saves 550 hours each month with Dynamics 365 Contact Center, an AI tool for customer support

PKO Leasing, serving 150,000 businesses daily with car, equipment, or capital investment leasing, had an outdated call center platform. Manual processes and difficulty in retrieving insights kept IT busy and slowed agents, impacting efficiency.

The company successfully delivered a proof of concept and fully implemented Microsoft Dynamics 365 Contact Center. This solution supports, manages, and enhances all call center interactions within a single automated platform.

By using Copilot to automatically summarize calls, the team saves around 550 hours each month. The company no longer requires technical team intervention. With more visibility and speed, customer satisfaction has improved.

When in doubt about the status of your car, equipment, or capital investment leasing, a quick call to the contact center is the fastest solution. Each day, the agents at PKO Leasing, a company belonging to Poland’s largest bank, take between 500 and 800 such calls. They answer questions, remove doubts, and provide peace of mind.

This makes it all the more crucial to have a scalable, reliable call center system. PKO Leasing faced many challenges with its legacy on-premises software in the past. Disruptions in customer service continuity caused by system failures led to issues for clients, consultants, and the IT team. The system also lacked some advanced capabilities like automated surveys and effective call recording, while failures often occurred. Reporting was limited to basic, static data, which made it difficult to track trends or perform in-depth analyses.

PKO also struggled to manage its Interactive Voice Response (IVR) system—an automated service that allows callers to receive information without speaking to an agent. Adjustments, such as updating prompts or changing call-routing options, required IT intervention, slowing down processes and leading to inefficiencies.

Testing the waters with a PoC

“During our research into available market solutions, our long-term partner, Netwise, introduced us to Dynamics 365 Contact Center. This prompted us to proceed with a proof of concept (PoC). The results of the PoC were crucial in making our final decision about which solution to adopt,” confirms Dorota Klocek, Director of the Operational Center at PKO Leasing. PKO Leasing was already using a suite of Microsoft solutions, everything from Microsoft 365 to security solutions like Windows Defender, Microsoft Intune, and Sentinel. The team immediately realized that the platform would smoothly fit into the existing environment. It would also reduce maintenance and integration efforts.

“We knew that the released add-ons and new functionalities, which expand the standard Dynamics 365 Customer Service product, could revolutionize customer support by handling all aspects of service and interaction—from daily inquiries across various channels to the modern management of the entire call center,” says Wojciech Zarębski, Senior Manager at Netwise. “But there was a challenge; the solution had never been used in our region, and we needed to prove it was worth the investment.”

So, the PKO Leasing team decided to build trust through a proof of concept (PoC) and implementation to show that the project requirements could be met. Expectations were high. “A robust system was non-negotiable,” says Klocek. “We needed a platform that would work without fail, so our clients could always reach us without interruptions.”

In just seven days, PKO Leasing successfully tested the core contact center capabilities in Microsoft Dynamics 365 to showcase omnichannel service across digital channels and voice capabilities. The PoC demonstrated Dynamics 365’s ability to handle customer inquiries seamlessly while providing an intuitive, efficient interface for agents and supervisors. “The favorable price-to-features ratio and the speedy implementation were key factors in our decision to adopt Dynamics 365 Contact Center,” shares Klocek.

“The favorable price-to-features ratio and the speedy implementation were key factors in our decision to adopt Dynamics 365 Contact Center.”

Dorota Klocek, Director of the Operational Center, PKO Leasing

Diving into the platform

Impressed by the platform’s reliability, quick setup, and immediate value, the business team gave Dynamics 365 the green light. This led to a full-scale rollout and expanded use of Dynamics 365 across departments. “We used Azure Communication Services direct routing to integrate with PKO Leasing's telephony provider, and Azure Data Factory, Service Bus, and Power Automate to consume and synchronize business data with the on-premises PKO Leasing solutions and workflows,” shares Zarębski.

After a series of two-day training sessions with Netwise, the PKO Leasing team seamlessly transitioned to Dynamics 365 Customer Service for ticketing and case management as well as full contact center capabilities. Managers soon gained enough confidence to independently tweak the IVR setup—like editing the messages callers hear when they dial in. “In the past, we had to rely on the service team for every adjustment and pay for every configuration change,” shares Piotr Gołębiewski, Supervisor of Customer Service Call Center Team at PKO Leasing.

PKO Leasing started leveraging a range of new features such as automatic call recording. “The system conveniently files each recording and sorts it by customer, enabling us to review interactions whenever we need,” shares Gołębiewski.

To enhance the user experience even more, PKO Leasing started automatically summarizing customer calls and analyzing customer sentiments with Microsoft Copilot in Dynamics 365 Customer Service. Now, employees can immediately identify areas of improvement, such as customer satisfaction rates by channel, for example. In addition, previously, manually summarizing each call could take two to five minutes. During peak hours, agents were often unable to even write down any notes. “Now that Copilot in Dynamics 365 Customer Service automatically gives us a rundown of our calls, we save over 550 hours monthly," confirms Gołębiewski.

“Now that Copilot in Dynamics 365 Customer Service automatically gives us a rundown of our calls, we save over 550 hours monthly.”

Piotr Gołębiewski, Supervisor of Customer Service Call Center Team, PKO Leasing

Quick insights and adjustments

PKO Leasing also implemented Power BI dashboards and reports which show a live view of metrics on everything from call center performance to customer satisfaction. Managers can easily customize the dashboards without needing data experts. “Nobody enjoys using a system they don’t like,” Klocek shares. “So being able to tailor data insights to our liking is a fantastic improvement.”

Today, the company can review team performance in a more nuanced way by visualizing more data points in a very user-friendly manner. For example, it can analyze calls routed to external partners like banks or other service providers. The system also automatically sends out surveys which allows critical customer feedback to be leveraged as insights into Power BI dashboards. The insights empower PKO Leasing to not only make informed improvements to its processes but also meet regulatory timelines responding to complaints. “We now know precisely what happened, who spoke to whom, and about which product, letting us get to the bottom of the issue faster,” Klocek explains.

“We now know precisely what happened, who spoke to whom, and about which product, letting us get to the bottom of the issue faster.”

Dorota Klocek, Director of the Operational Center, PKO Leasing

Powering customer satisfaction with data

Altogether, these features have led to greater control, improved service, and, most importantly, happier customers. “Since implementing Dynamics 365 Contact Center, our Net Promoter Score increased by five points. Client satisfaction after calls rose from 4.37 to 4.43 points, and the rating for resolving on the first call improved from 71% to 74%. We hope that this trend will only continue,” shares Klocek.

Looking ahead, Gołębiewski and his team are excited to harness more Dynamics 365 capabilities, such as building a knowledge base using Copilot to remarkably speed up onboarding and training of new employees.

A new era of efficiency begins

“Nine months after implementation, we can safely say that Dynamics 365 Contact Center has exceeded our expectations,” Klocek says. “We’re proud of what we’ve achieved so far, in such a short span, and the future holds even more excitement than we anticipated, with features we never dreamed of having.”

All stakeholders involved in the project highlight the broader impact of implementing Dynamics 365 Contact Center. “This implementation is just the beginning,” she adds. “As we move away from outdated systems, the remarkable improvements from Dynamics 365 will extend across the entire organization, driving us toward a new era of efficiency and innovation."

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