Client Overview

A global leader in banking and financial services, headquartered in London’s Canary Wharf, with a global workforce of 211,000 people and operations spanning 57 countries and territories, the bank serves around 41 million customers through a mix of retail, corporate and investment banking services. Its global network connects some of the world’s most dynamic economies, with a strong presence across Asia, Europe, and the Americas. 

Challenges

The client’s legacy architecture presented several operational bottlenecks, further leading to various challenges, such as:

• Data was dispersed across siloed systems, leading to fragmented workflows and limited visibility into customer interactions.
• Multiple distribution channels operated in isolation, preventing a unified view of customer behavior and engagement.
• Strategic decision-making was hindered by delayed responses to economic risks and insufficient insight into cost-performance metrics.
• The absence of integrated analytical tools created blind spots in risk monitoring and customer intelligence.
• High licensing and maintenance costs associated with legacy platforms further constrained innovation.

LTM Solution

The client started a strategic transformation journey to modernize its customer intelligence and operational workflows. The client partnered with LTM to implement Dynamics 365 Migration as a unified, cloud-based platform. This initiative aimed to streamline operations, enhance customer insights, and align with the CEO’s vision for digital excellence.

LTM deployed a comprehensive solution leveraging Microsoft Power Platform and Dynamics 365 Migration. The program focused on creating a unified experience architecture and enabling intelligent automation across customer-facing and operational processes.

• A seamless user interface was designed to enhance adoption and improve operational efficiency by 35%.
• A unified customer insight model was implemented, resulting in a 40% acceleration of case resolution and enabling data-driven strategies.
• AI-powered tools such as GitHub Copilot were integrated to enhance development workflows and risk monitoring capabilities.
• Business process flows, Power Automate, and Canvas Apps were introduced to improve efficiency by 40%.
• Security and compliance were strengthened through proactive mechanisms like KYC Review Management and Worry Watch Monitor.

This financial system modernization initiative ensured the client could sunset legacy systems and embrace a cloud-first strategy.

Business Benefits

The transformation delivered measurable benefits across multiple dimensions:

• The client achieved a 25% reduction in licensing costs and a 20% decrease in IT maintenance expenses.
• Deployment costs were streamlined by 50%, and operational efficiency improved by an equal margin.
• The solution enabled the client to sunset legacy systems and adopt a cloud-first strategy aligned with its digital roadmap.
• Dynamics 365 migration evolved into a strategic platform, supporting expansion into new business segments and enhancing marketing intelligence.
• The program is projected to generate USD 1.5 million to USD 2.5 million in additional revenue over the next 18 months, with further growth anticipated through global vendor consolidation.
• The deployment, which spans 55 countries and onboarded approximately 15,000 users, was acknowledged as one of the most intricate and high-impact implementations.

“Partnering with the client on this transformative journey was a truly rewarding experience. The collaboration between our teams was seamless. The process, right from strategy to execution, was a masterclass in innovation, agility, and shared purpose. We’re proud to have delivered a solution that not only met but exceeded expectations.”

Nilesh Ranadhire, Principal Director – Program & Project Management, Enterprise Cloud Apps, LTM

Conclusion

LTM’s collaboration with the client has resulted in a landmark CRM transformation, leveraging Microsoft Power Platform and Dynamics 365 migration to unify customer intelligence and drive operational excellence. This financial system modernization delivered substantial cost savings, accelerated decision-making, and positioned the client for scalable innovation. Notably, Microsoft formally recognized the solution’s architectural sophistication and strategic impact, reinforcing LTM’s role as a trusted enterprise partner.