Client:
Bank Pocztowy (the Postal Bank)
Our role:
Our team supported the client in implementing a cloud-based Customer Relationship Management (CRM) system based on Microsoft Dynamics 365. This aimed to improve customer service, standardise acquisition processes, and enable detailed sales monitoring.
Country:
Poland
Setting the scene
Bank Pocztowy’s sales department identified a need for a CRM solution to improve and simplify their existing sales process for both operations and management. Our client’s specific requirements from a CRM system included:
- Management of leads and opportunities across multiple channels
- Automation of customer consent management and withdrawals
- Integration of the CRM system with existing banking systems
- A platform capable of facilitating quick value and scalable growth
How we helped
Our team supported our client by:
- Implementing and customising the Microsoft Dynamics 365 sales module
- Analysing and optimising business processes
- Designing sales process
- Integrating the platform with existing internal bank systems
- Recommending simplified management of marketing consents
- Supporting our client with new technology adoption.
The project was managed by a joint PwC and Bank Pocztowy team. We ensured full transparency across all aspects of the implementation
This operating model established clear roles and responsibilities, including defined governance routines, documented decisions, and open communication channels. This mitigated risk, fostered shared ownership, aligned expectations, and facilitated rapid issue resolution.
The new CRM platform helped transform ways of working for several hundred people and required a robust change management approach. The joint project team prepared extensive, role‑specific training materials aligned to serviced processes and organised multiple training sessions for internal bank trainers.
These were complemented by quick reference guides, in‑app help, and a phased rollout of user acceptance testing. Feedback loops and adoption metrics allowed adjustments to be made quickly. Ultimately, our client reported no significant issues in the new CRM adoption process and realised benefits faster.
“While implementing CRM in the cloud is now a standard industry practice, this project stands out as one of the first such deployments in Polish retail banking. Bank Pocztowy once again demonstrated its agility—not just through decisive leadership, but by rapidly embracing advanced technology to drive business outcomes. The new CRM system has provided significant value for the client, enabling streamlined sales processes, and a scalable platform for future growth.”
Marek Młyniec, Partner, Technology Consulting, PwC PolandImpact and potential
Following two project increments, our client achieved streamlined, effective customer handling through a standardised acquisition process, and a user-friendly CRM interface. Departmental sales activities are now consistently tracked, with detailed visualisations, team activity dashboards, and a hierarchical structure that clarifies accountability and performance management. Communication with customers also improved markedly, enabling faster employee responses and boosting customer response rates.
These operational gains translated into significant commercial impact, with a threefold increase in won sales opportunities and a twofold improvement in lead conversion rates. Collectively, enhancements improved transparency, accelerated decision-making, and provided a scalable foundation for sustained sales productivity and superior customer experience.
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