With accelerated growth and more than 30 million customers, Banco Pan faced challenges with an outdated platform in service, increasing response time and impacting the customer experience.
Banco PAN adopted Microsoft Dynamics 365 Customer Service to unify service, optimize processes, reduce response times, and integrate digital and voice channels into a modern and efficient platform.
With the new solution, Banco PAN reduced BMT by 10%, conversation time by 14% and system execution by 33%.
10% decrease in average handle time
In recent years, Banco PAN has undergone a significant digital transformation to improve the experience of its more than 30 million customers. With a 100% digital structure, the bank has evolved its service channels to ensure greater efficiency and quality in supporting customers, who currently make about 3.2 million contacts per month. Banco PAN is structured in three main product pillars: Banking (digital account and credit card), Financial (loans and payroll card) and Vehicle financing. This framework requires a robust and integrated solution for customer service.
In 2023, the financial institution saw the need to modernize the entire structure of tools involved in service "At that time, the bank was experiencing a considerable increase in both the number of customers and product features, increasing the need for a robust technological model," said Kelly Fires, Executive Manager of Service Platforms at Banco PAN. Accelerated growth had brought new demands and complexities to the service infrastructure (voice and chat), requiring scalable and innovative solutions.
The fragmentation of platforms made it difficult to integrate customer journeys and hindered the operator’s experience. Operational teams had to deal with multiple siloed systems, making the process less efficient and with a greater potential for operational errors. "Our operators had to switch between several screens to solve a single customer request, which was not ideal," explained Priscila Lira Nicoli, Project Manager at Banco PAN. After evaluating multiple options and not finding the required level of customization and functionality, PAN decided to implement the new version of Microsoft Dynamics 365. They identified that this platform contained the essential features needed for their digital transformation.
The adoption of Microsoft Dynamics 365 Customer Service allowed Banco PAN to comply with financial industry regulations, where failure to meet deadlines can result in penalties. This need drove an implementation in record time, bringing an innovative approach to customer service. The Banco PAN initiated this transformation through services related to card products, covering both conventional cards and payroll loans. As Priscila points out, "We customized the entire platform with Dynamics 365 Customer Service to address the specific needs of operators and the various customer journeys.”
“We customized the entire platform with Dynamics 365 Customer Service to address the specific needs of operators and the various customer journeys.”
Priscila Lira Nicoli, Project Manager, Banco PAN
The solution integrated the Customer Service Workspace, with WhatsApp and voice channel platforms, providing a uniform experience for operators. In addition, advanced features such as unified routing have been implemented to optimize ticket distribution.
Another key aspect of the solution was the real-time integration with Microsoft Dataverse, which facilitated a faster and more efficient flow of information. "Our operators now have immediate access to the customer's history and can resolve issues more quickly," said Tulio Prado, Service Superintendent at Banco PAN. The use of the Microsoft Power Apps Component Framework for the incorporation of micro front ends (MFEs) provided a more user-friendly and responsive interface for operators.
The partnership between PAN, Microsoft and AlfaPeople was fundamental for the implementation of Dynamics 365 Customer Service, combining experience, knowledge and strategic support. Paulo Batista Fernandes, Sales Director at Alfapeople, comments, "They came to us to update this large call center using Microsoft technology. They wanted to overhaul the whole concept of customer journey and experience." AlfaPeople's expertise in APIs and bank integrations brought a significant advantage, while the team's familiarity with the systems made the whole process easier. In addition, whenever necessary, they relied on Microsoft's support to ensure efficient implementation.
The team adopted best practices to ensure effective implementation, balancing customizations with the use of the platform's native features. "We started with a blank page," Kelly said. Scalable customization allows for easy replication, ensuring a smooth transition. “Before, the service was focused only on specific problems reported by customers. Today, we have an established complete customer journey, guiding each step of the journey and ensuring greater customer satisfaction at the end of the interaction with us,” emphasized Kelly. This approach provides operators with a system that eliminates manual activities, increasing efficiency and quality in customer support.
33% reduction in agent uptime
Implementing Dynamics 365 Customer Service significantly impacted Banco PAN, cutting average operator time by 10%, conversation time by 14%, and system execution time by 33%. "The new platform has improved both operational efficiency and the experience of operators, who now have a more intuitive system, such as a smartphone, in which the main actions are easily learned by any user," said Túlio.
The bank also saved annually on software licensing, allowing for reinvestments to enhance the customer experience.
The first contact resolution rate has improved, thereby diminishing the necessity for subsequent interactions and lowering call volume at the call center. "The implementation of new features has enabled us to enhance the first call resolution rate, with over 98% of customer issues being effectively resolved online," stated Kelly.
“The implementation of new features has enabled us to enhance the first call resolution rate, with over 98% of customer issues being effectively resolved online.”
Kelly Fires, Executive Manager of Service Platforms, Banco PAN
Operator training has also improved significantly. Previously based on static presentations, it now takes place directly on the platform, simulating real interactions. "Operators train directly on the tool, which improves learning and confidence in the service," said Priscila. This practical method accelerated learning and optimized the service.
Banco PAN is expanding its solution to new business areas. "Our next step is to migrate payroll loans, vehicle financing and digital accounts," explained Priscila. The bank is also testing new technologies to further improve service. "We are exploring Highlights, which allows easy access to customer interaction history, and Copilot, which will help agents get quick and assertive responses," said Túlio.
In addition, PAN is evaluating new AI-based features to make care more dynamic and intuitive. “Our goal is to reduce the difficulties operators face in accessing critical information during service, enabling faster and more accurate responses. Additionally, we’ve built several self-service journeys, incorporating AI to allow customers to access basic services in a standardized way, 24 hours a day, 7 days a week,” emphasized Túlio.
With these advances, Banco PAN consolidates itself as a success story in the modernization of customer service, using Microsoft Dynamics 365 Customer Service to transform its operations and ensure an increasingly better experience for its customers.
“The new platform has improved both operational efficiency and the experience of operators, who now have a more intuitive system, such as a smartphone, in which the main actions are easily learned by any user.”
Tulio Prado, Service Superintendent, Banco PAN
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