An Australian mutual bank continued to modernize its technology platform to better recognize and leverage the growing importance of data across the organization. The bank faced challenges in evolving its CRM to support digital transformation, optimize internal processes, improve productivity, and meet changing customer and employee expectations. To address these needs, it pursued continuous application modernization within Microsoft Dynamics 365 Customer Engagement, alongside integration enhancements and process automation. The bank also implemented the Microsoft Power Platform to simplify customer engagement and improve usability through visual cues, while integrating third‑party applications such as automated phone routing. These initiatives improved accessibility, streamlined workflows,

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