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.

Industry Landscape and Strategic Imperatives

The financial services sector faces numerous challenges, including economic volatility, increasing regulatory scrutiny, and the need for digital-first customer engagement. Institutions are under pressure to consolidate legacy systems, reduce operational costs, and create experiences that are truly personalized at scale. ESG goals have also emerged; institutions increasingly align themselves with sustainable features in their product offerings and governance models. With such significant challenges and opportunities, modern financial organizations focus on building future resilience and driving long-term growth by prioritizing technology modernization, ensuring data and analytics capabilities, and innovating in customer-centric ways. As such, the client recognized the urgency to evolve its technology landscape to support these goals, positioning itself for long-term resilience and growth through financial system modernization.

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.

LTIMindtree Solution

The client started a strategic transformation journey to modernize its customer intelligence and operational workflows. The client partnered with LTIMindtree 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.

LTIMindtree 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.

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

“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.”

Conclusion

LTIMindtree’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 LTIMindtree’s role as a trusted enterprise partner.

To learn more about this transformation or explore how our Power Platform consulting services can accelerate your digital journey, reach out to us at eca.mbacore@ltimindtree.com.

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