A 100-year legacy of excellence sets the bar high, but PKO Leasing is ready for the challenge. The organization is a subsidiary of PKO BP, Poland’s largest financial institution that’s been operating since 1919. Their client base includes over 150,000 companies taking advantage of a wide range of leasing products and services.
Steady business growth eventually strained the company’s technological capacity. With a significant portion of their operations conducted by phone, contact center agents handle between 500 and 800 customer interactions daily, providing crucial support for their leasing products. However, tracking and summarizing information manually is very difficult at this scale.
PKO Leasing needed a solution that would not only streamline operations but also elevate customer experience in line with their commitment to excellence. They turned to Netwise for support with implementing a proof of concept of the Dynamics 365 Contact Center platform.
Navigating complexity and scale
The main challenge was the sheer volume of PKO Leasing’s operations. Agents were spending many hours manually summarizing calls, often under pressure given the volume of inquiries. The legacy systems, while functional, lacked the agility needed to adapt to the growing demands, resulting in service disruptions. Any changes to the IVR (interactive voice response) system, meant to support agents and reduce their workload, required IT intervention, leading to costly delays. Consequently, PKO Leasing wanted to introduce a platform that is not only efficient but also empowers their agents and customers.
We began our cooperation with several inspiration sessions to conduct a thorough needs analysis and map out an efficient PoC (proof-of-concept) implementation process. We needed to determine how to integrate the platform into the existing system architecture and telephony infrastructure in a non-disruptive yet effective way. A key goal was to improve system reliability and stability. The stakeholders also looked to modernize additional features, such as satisfaction survey management and performance reporting, to help further raise service levels.
Moreover, operating within the stringent regulatory environment of the financial sector means that any new solution has to adhere to the highest security and compliance standards.
A pioneering implementation
Having analyzed the requirements, we recognized the potential of Dynamics 365 Contact Center, a platform that could seamlessly integrate with PKO Leasing’s existing Microsoft ecosystem. Given that it would be one of the first deployments of the platform in the region, we wanted to ensure it meets all the company’s requirements before a full-scale rollout. To demonstrate its capabilities, we deployed a proof-of-concept within seven days. This swift implementation demonstrated the platform’s intuitive nature and immediate value, showcasing its ability to transform agent workflows.
Building on this success, we performed a full-scale rollout, integrating Dynamics 365 Contact Center with PKO Leasing’s telephony system using Azure Communication Services. Leveraging the power of Azure Data Factory, Service Bus, and Power Automate, we automated data processing and enriched on-premises resources with real-time business data.
Modernizing contact center operations
The resulting solution provided a unified workspace for agents, enabling them to provide personalized, omni-channel customer service across voice and digital platforms. As a cloud-native platform, Dynamics 365 Contact Center also provides robust reliability and easy scalability as PKO Leasing grows.
Key features, such as intelligent IVR bots, unified routing, and real-time call sentiment analysis, allow agents to address and solve inquiries with much greater efficiency. Cloud-based call recording and transcription, automatically summarized with Copilot and allocated to correct accounts, save massive amounts of time while providing comprehensive customer insights.
Director of the Operational Center at PKO Leasing
Improving agent and customer experience
PKO Leasing can now easily manage and deploy automated customer surveys, using Azure AI-based Voice Bots and Dynamics 365 Customer Voice. These options allow the organization to gather direct feedback and continuously refine its services.
Agents and managers can access call metrics, performance statistics, and feedback data through real-time interactive Power BI dashboards. This visibility also allows the company to adhere to regulatory guidelines, e.g. regarding resolution times. Crucially, the platform’s low-code flexibility enables PKO Leasing to customize the system to their specific needs, including making their own IVR changes without IT intervention.
Director of the Operational Center at PKO Leasing
Industry-leading transformation
Chief Value Delivery Officer, Board Member at Netwise
