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How PKO Leasing saves over 550 hours per month with Dynamics 365 Contact Center

Case studies

PKO Leasing was the first company in the Microsoft CEMA region to implement Dynamics 365 Contact Center. With its AI-powered features and cloud capabilities, the platform allowed the organization to save time and improve efficiency. Following a full-scale rollout, the company noted a 5-point increase in its Net Promoter Score and over 550 hours of monthly time savings on call summaries.

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.

When deciding to implement a new contact center, our priority was to focus on innovation and a platform that we could rely on in our daily operational work. We introduced conversation transcription, collecting customer feedback through automated bots in voice and email channels.

Dorota Klocek, 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.

The administrator module, which allows us to manage the IVR tree, recordings, and calibration of agents' work, is also an indispensable tool. The system also has extensive functionalities that allow us to develop processes, such as implementing customer self-service using chatbots with low-code, as well as to create multi-dimensional reports around current monitoring of hotline work, as well as historical data.

Most important, however, was a sense of confidence that our implementation partner, Netwise, understood our needs. This would not have been possible without the experience and trust that Netwise has built up over the past few years of cooperation, in which it maintained and developed solutions dedicated to post-sales service for PKO Leasing customers.

Dorota Klocek,
Director of the Operational Center at PKO Leasing

Industry-leading transformation

The impact of the Dynamics 365 Contact Center implementation was immediate and significant. PKO Leasing achieved remarkable savings of over 550 hours per month on call summaries alone. Customer satisfaction, as measured by the Net Promoter Score, saw a significant 5-point increase in the 9 months since platform deployment, and overall satisfaction scores also improved. First call resolution rates rose, indicating a more efficient and effective customer service experience.

PKO Leasing’s successful deployment of Dynamics 365 Contact Center marked a significant milestone, making them a pioneer in the Microsoft CEMA region (covering 109 countries from Central and Eastern Europe, the Middle East, and Africa). This achievement demonstrates our commitment to delivering innovative solutions that drive tangible business results.

The transformation of PKO Leasing’s customer service operations is a testament to the power of strategic partnership and innovative technology. By embracing Dynamics 365 Contact Center, the organization has not only streamlined their processes but also elevated their customer experience. As they continue to explore the platform’s advanced features, they are well-positioned for sustained growth and continued excellence in customer service.

This Dynamics 365 Contact Center platform is the first production implementation in Poland and one of the most significant in the CEMA region. By implementing it, PKO Leasing, a leader of the leasing industry in Poland, gained a cloud contact center, boosted with automated bots, call sentiment analysis, multi-channel communication and integration with domain systems.

We are excited to be PKO Leasing partners in this journey and glad that, once again, our teams proved that we are always ahead of the market and that Microsoft cloud constitutes a reliable platform for our customers.

Wojciech Zarębsk,
Senior Manager and Chief Product Officer at Netwise