Paraná Banco enhances customer engagement by 55% with Dynamics 365 and Power Platform

Paraná Banco faced challenges with campaign management and the lack of autonomy on the previous platform, resulting in high operating costs and low efficiency. The institution was looking for a flexible and scalable solution to optimize the customer experience.

Paraná Banco adopted Microsoft Dynamics 365 Customer Insights and Power Platform to unify channels, automate campaigns, and personalize communication, ensuring more efficiency, autonomy, and integration with WhatsApp for improved engagement.

With Microsoft Dynamics 365 and Power Platform, Paraná Banco increased productivity by 25% and increased customer engagement by 55%, ensuring more assertive communications and more efficient operations.

Paraná Banco was founded in 1979 and has established itself as a reference institution in the financial sector in Brazil. Headquartered in Curitiba, it specializes in financial solutions, with more than 1.2 million customers.

Paraná Banco established a strategic partnership with Microsoft and Bizapp, implementing Microsoft Dynamics 365 and Microsoft Power Platform solutions for strategic relationship. This collaboration provided more agility, autonomy and personalization in customer service.

Operational complexity and high costs required a new approach

Paraná Banco faced a challenge in managing communication campaigns and customer engagement. Before partnering with Microsoft, the bank used another platform for relationship journeys and conversational marketing, but it posed significant limitations and challenges in the day-to-day customer operations. The reliance on external support impeded the autonomy of the internal team, resulting in slower and more complex processes. In addition, the previous platform's billing model required a long-term contract with upfront payment, driving up operating costs and reducing financial flexibility.

In light of this situation, Paraná Banco urgently needed to implement a solution that would guarantee optimal cost-effectiveness, scalability, and improved control over processes. Identifying such a solution became a strategic priority for the institution, enabling it to continue providing outstanding customer experience without jeopardizing its financial stability.

Microsoft Dynamics 365 and Power Platform: Automation, efficiency in journey management and WhatsApp integration

Paraná Banco adopted Microsoft Dynamics 365 Customer Insights and Microsoft Power Automate, unifying communication channels on one platform to streamline customer journey management. The intuitive Dynamics 365 interface gave business analysts more independence, reducing the need for IT support. Power Automate enabled process automation, accelerating campaign execution. Integration with WhatsApp enhanced customer relationships through quicker and personalized communications.

To improve data analysis and campaign measurement, Paraná Banco adopted Microsoft Fabric and Microsoft Power BI. This enabled the consolidation and visualization of data, providing insights into the impact of communications. Fabric also increased decision-making speed, allowing real-time strategic adjustments for customer interactions.

Victor Muraro Gonçalez de Brito, CRM Manager at Paraná Banco, stated: "With Dynamics 365, we transitioned from isolated campaigns to integrated journeys. Previously, the data engineering team operated the system; now, business analysts are able to create and manage journeys." Bizapp facilitated the transition, ensuring that workflow migration was completed swiftly, securely, and without disrupting daily operations. The project was finished in eight months, with the first customer journey operational within this timeline, meeting Paraná Banco's schedule for the platform change.

“With Dynamics 365, we transitioned from isolated campaigns to integrated journeys. Previously, the data engineering team operated the system; now, business analysts are able to create and manage journeys.”

Victor Muraro Gonçalez de Brito, CRM Coordinator, Paraná Banco

Increased productivity and engagement with Microsoft Dynamics 365

The implementation of Microsoft's solutions at Paraná Banco generated impressive results. The institution recorded an immediate reduction in operational costs, with even greater projections for the coming years, guaranteed not only by Microsoft's contractual flexibility but also by direct negotiations with SMS providers to obtain more competitive rates.

Productivity increased by about 25% in the first few months, driven by process automation and the greater autonomy provided by the new solution. One of the main benefits was the simplification of communication campaigns: the 300 campaigns previously handled separately were consolidated into three main macro journeys — acquisition, loyalty, and retention. This restructuring optimized the team's time and resources, allowing for more detailed monitoring of each stage of the customer journey. As highlighted by Marcelo Martins, Customer Director at Paraná Banco: “Before, our customers received a flood of messages. Now, we have fluid and organized communication, which has significantly improved the customer experience.”

“Before, our customers received a flood of messages. Now, we have fluid and organized communication, which has significantly improved the customer experience.”

Marcelo Martins, Customer Director, Paraná Banco

Customer engagement increased by 55%. By segmenting the audience based on specific profiles and behaviors, Paraná Banco was able to send more relevant messages at the right time, strengthening its relationship with customers. Production grew by 132%, showing efficiency gains from the new process structure. Additionally, the bank recorded a 132% growth in production, highlighting the efficiency gains with the new process structure. The use of Power Platform and its low-code approach allowed business analysts to create and manage journeys independently, without relying on specialists. Flavio Degrandi, CEO of Bizapp, adds: "With Microsoft Dynamics 365, we helped Paraná Banco optimize operations and improve communication with its customers. The solution enabled the automation of essential processes, making interactions more agile and efficient. This partnership reinforces our commitment to transforming businesses through technology."

Platform consolidation and expansion of artificial intelligence and predictive analytics

Looking ahead, Paraná Banco is committed to investing in innovation to further enhance the customer experience. One of the main focuses will be the expansion of the use of artificial intelligence and advanced analytical models in communication processes. The bank intends to implement predictive algorithms to identify each customer's propensity for certain products and services, allowing for more strategic decisions and increasing conversion rates.

In addition to communication journeys, Paraná Banco seeks to apply artificial intelligence in other areas, such as customer service, information security, and the development of internal solutions.

With a solid technological foundation and a culture focused on innovation, Paraná Banco is prepared to strengthen its position as a reference in the financial sector, offering a more fluid, efficient and personalized experience to customers. Adriano Gonçalves Polidoro, Superintendent of Technology, highlights: “We consider this partnership with Microsoft a strategic alliance. Today, our entire digital cloud is on Microsoft Azure, we use Microsoft 365, Copilot and several other integrated solutions, which further strengthens our operation and innovation.”

“We consider this partnership with Microsoft a strategic alliance. Today, our entire digital cloud is on Microsoft Azure, we use Microsoft 365, Copilot and several other integrated solutions, which further strengthens our operation and innovation.”

Adriano Gonçalves Polidoro, Superintendent of Technology, Paraná Banco