What’s Inside?
- Simultaneous delivery of two distinct digital transformation projects within a specialized 6-month timeframe.
- Successful large-scale migration of complex legacy data while completely eliminating technical debt.
- Implementation of a secure “Front to Back office” architecture meeting stringent on-premise regulatory requirements.
Context
Our client is the reference commercial bank in Mauritius, serving a diverse portfolio of 800,000 customers across multiple market segments. To maintain its leadership position, the bank launched an ambitious digital transformation plan aimed at accelerating operational efficiency and providing highly personalized client experiences for both retail and corporate banking.
Challenges
The project involved navigating a complex technical and regulatory landscape with several critical requirements:
- Project Concurrency: Delivering two parallel but distinct projects for different banking divisions within a strict 6-month window.
- Legacy Migration: Transferring massive volumes of sensitive data while resolving long-standing technical debt.
- Security & Compliance: Meeting high-level security standards for on-premise server environments and integrating complex Know Your Customer (KYC) regulatory frameworks.
- Technical Integration: Orchestrating a hybrid integration model involving both SSIS (ETL) for batch processing and real-time web services.
The Solution
Spoon Consulting deployed a robust solution based on Microsoft Dynamics 365, tailored to balance user experience with banking complexity.
- Unified Core Platform: A single base capable of supporting differentiated B2B and B2C customer journeys.
- Customized Interface: An optimized UI designed to drive user adoption across 900 banking professionals.
- Hybrid Integration Layer: Seamless connection with internal systems via real-time online services and SSIS.
- Advanced Management Tools: Real-time dashboards providing the top management with deep visibility into sales activities.
Our Contribution
By acting as a “One Team” partner, we bridged the gap between complex banking processes and technical execution:
- Agile Scoping: Utilizing condensed 2-week sprints to rapidly frame business needs and project stakes.
- Technical Clean-up: Leading the technical upgrade of the CRM for B2C clients and replacing outdated specific developments with standard features.
- End-to-End Construction: Managing the full design, configuration, and construction of the solution from Front to Back office.
Benefits
The transformation delivered measurable value to the bank’s operations and its multi-segment client base:
- Sales Performance: Significantly increased sales efficiency and improved cross-departmental collaboration.
- Streamlined Processes: Simplified complex sales and regulatory workflows into easy-to-follow, multi-step digital journeys.
- Platform Stability: A future-proof CRM environment free from technical debt, ensuring long-term scalability and easier maintenance.
- Data-Driven Leadership: Improved strategic oversight through automated tracking of sales activities.
Key Figures & Dates
- Project duration: 2020 – Ongoing (Initial migration in 6 months followed by perimeter extensions)
- Workload: 3,000+ man-days
- Impact: 900 professional users serving 800,000 clients
