HYPE makes finance easier with Dynamics 365

HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys.

Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE’s omnichannel needs and delivered automated assistance to manage thousands of customer service interactions daily.

With Dynamics 365 and Copilot, HYPE connects with customers in an automated, but still personalized, fashion and achieved a 90% first call resolution rate.

Italian neobank HYPE is committed to making banking so simple that customers never have to ask how to do it. To deliver that kind of simplicity, HYPE needed to equip its customer service workforce with easy-to-use tools and streamlined processes. The leader of a revolution in Italian banking chose Microsoft Dynamics 365 Customer Service and Customer Insights to similarly revolutionize the way it communicates with customers.

HYPE is an Italian neobank founded in 2015 to offer a simplified alternative to traditional banking models through the innovative delivery of financial products and services. Nearly 2 million HYPE customers enjoy most of the traditional banking services without lines and bankers’ hours, using an intuitive, accessible, real-time, and personalized app to pay, plan, and save money. HYPE specializes in breaking down barriers and complexities in banking, so it’s no surprise that it chose Dynamics 365 Customer Service and Customer Insights to break down barriers to data, streamline its marketing efforts, and simplify the provision of enhanced customer service.

Opening lines of communication

As a company in a crowded industry, HYPE is focused on using actionable marketing data to engage with customers and potential customers to earn and keep their business. For their customer relationship management (CRM) system they used a collection of tools that made it more difficult to access comprehensive customer data.

HYPE’s customer service team managed nearly 45% of contacts via emails, 40% via chat and WhatsApp inquiries, and 15% via calls every day. It was time to innovate yet again, this time to streamline customer service and marketing operations by moving to a modern, all-in-one, cloud-based CRM. HYPE selected the Dynamics 365 platform to open the lines of communication, both inside and outside the company.

Banking on AI innovation in customer service

HYPE’s new CRM had to meet two fundamental requirements. A mobile app is the main touchpoint for customers of the neobank, so an omnichannel solution was imperative. And the typical daily interaction volume of customer interactions demanded automated assistance. Dynamics 365 Customer Service, Copilot in Customer Service, and AI-powered agents created in Microsoft Copilot Studio yielded the results the fintech company was looking for.

To respond to customers quickly, HYPE used Copilot Studio to develop an agent that reads customer emails and segments them according to subject, triggering an automatic reply, and a voice-enabled agent that handles calls about common issues. HYPE also uses Copilot Studio agents for customer self-service. For instance, in the voice channel, a customer can quickly and easily freeze a lost or stolen payment card without waiting for a human representative. Another custom agent helps onboard new customers to the app. Customers can manage their banking tasks smoothly on the go, with an in-app agent keeping them informed about the status of their accounts.

A case is automatically created in the CRM for each customer email, phone call, or WhatsApp message. A custom process built in Dynamics 365 attaches a customer’s activity in the mobile app to their CRM record, facilitating speedier resolution if an issue arises. If an automated agent can’t resolve the issue, the conversation is escalated to a human agent, who has the customer’s interaction history at hand in the CRM—no more requests for information the customer has already provided.

In the past year, HYPE’s custom agents have reduced human customer service intervention by 70% and increased the first call resolution rate to 90%.

Generative AI is also built into Dynamics 365 Customer Service. Copilot in Customer Service provides automated, AI-powered case and conversation summaries and email assistance, helping human agents resolve WhatsApp conversations in half the time. HYPE’s customer service team is handling more WhatsApp chats than ever before, and agent shifts always end with zero customers in the queue.

Speaking of the queue, unified routing capability in Dynamics 365 Customer Service automatically routes customer cases to the right group for fastest resolution.

Investing in more personalized customer journeys

Using real-time customer journeys in Dynamics 365 Customer Insights, HYPE can connect with customers in more automated—but still personalized—ways, such as:

Reconnecting with leads who started, then abandoned, the onboarding process, and reengaging inactive customers.
Responding in real time when possible fraud is detected, generating an event that triggers a precautionary payment card freeze and sending an email alert to the customer.
Scheduled outreach to the entire customer base with promotional emails and a monthly newsletter on Italian financial news.
Creating customized in-app experiences that push dedicated content.

Implementing Dynamics 365 Customer Service has completely changed our entire organization and greatly improved our communication with customers through marketing and customer service.

Francesco Milone, Data Engineering Senior Manager and CRM Specialist, HYPE

Shifting to a simpler day-to-day

As innovative a company as HYPE is, the challenges it faced in implementing the changes weren’t technological; they were behavioral. Replacing several disconnected but familiar tools with a new single solution required a cultural shift, but everyone agrees that it was a shift for the better. As Alessio Zambonin, HYPE’s Chief Information Officer, explains, “We chose Dynamics 365 because we can handle marketing and customer service in the same place and the same platform, which helps us serve customers better.”

Employees appreciate the efficiency of newly automated back-office processes that eliminate the need for tedious email exchanges. Now, all interactions start and end in Dynamics 365, making the day-to-day of a HYPE customer service representative significantly easier. “Every day, the first step is to open Dynamics 365 for a simple view of tasks and priorities,” explains Milone. “Our employees are happier, and the quality of the work has improved.”

Integrating with ease

A simple user interface and an improved experience for both employees and admins was another clear benefit of moving to Dynamics 365. “One of the key features for us is the no-code integration of omnichannel capability and how simple it is to make a journey for marketers,” adds Zambonin. Contact, lead, anti-fraud, and other account data are updated and synchronized in real time, providing a holistic view of HYPE’s customers for marketing and customer service teams.

HYPE was impressed by the extensibility and flexibility of Dynamics 365 and the ease of integrating it with other systems. One such integration is HYPE’s onboarding solution, which manages the process of converting a prospect to a customer. Italian neobanks are subject to controls to ensure a prospect is legitimate. With the integration of Dynamics 365 with HYPE’s core banking systems and mobile app, onboarding is a seamless operation that enhances the customer experience. HYPE’s back office can easily accept new customers and open accounts in full compliance with Italian regulatory controls.

Forecasting a successful future

With 40% of its processes already automated, HYPE is eager to implement even more time-saving, customer-centric solutions built around the proven reliability, scalability, and security of the Dynamics 365 platform. “Implementing Dynamics 365 Customer Service has completely changed our entire organization and greatly improved our communication with customers through marketing and customer service,” explains Milone. And you can take that to the bank.