Whether it’s a bereavement, a customer entering financial difficulty, or a long-standing complaint, these aren’t just “cases” — they’re deeply personal experiences. And customers don’t want to talk to a chatbot when they’re grieving or worried about losing their home. They want a human who listens, understands, and can actually help.

But here’s the problem:

• Legacy systems slow down responses
• Data is scattered across platforms
• Staff are overwhelmed with manual processes
• And customers are left feeling frustrated, unheard, and unsupported

In other words, staff aren’t equipped to deliver the customer outcomes we all strive for.

For example, a recent FCA report on retail banks found that particularly in bereavement processes, customers were often having to repeat information when speaking to different staff members because details had been ‘lost’ between systems, risking further distress. This is far from what financial services must deliver in such emotional and complex circumstances.

While 75% of UK financial services institutions are using AI, humans are still best placed to handle very human scenarios. Simultaneously, unfortunately, ‘lost in translation’ still happens – so let’s look at supercharging your staff with the right tools to transform inherently negative situations into frictionless customer experiences.

This is where Microsoft Power Platform and Dynamics step in — not to replace the human touch, but to amplify it.

As one of my colleagues puts it, we’re actually hurtling towards a more human focused workplace.

These tools don’t just digitise processes — they transform them:

• Unified Customer View: Dynamics 365 brings together customer history, preferences, and case details in one place — so staff don’t have to dig through five systems to understand the issue.
• Low-Code Automation: Power Automate streamlines repetitive tasks like case routing, document collection, and follow-ups — freeing up time for meaningful conversations.
• AI-Powered Insights: Predictive analytics help identify customers at risk of financial difficulty before they reach crisis point.
• Custom Apps for Sensitive Scenarios: Power Apps can be tailored for specific journeys like bereavement support, ensuring consistency and compassion in every interaction.

During our engagements, a common strap line is to ‘digitally empower colleagues’. Tools like the above do exactly that. This kind of technology allows financial institutions to be ready to deal with the unexpected, to provide insights on the complexity and history of the case, and to proactively guide customers through tricky territory.

Microsoft Power Platform and Dynamics 365 can be expertly applied in whole host of ways to support common complex, emotional processes in FSI and beyond. Let’s break it down:

Complaints Management

• Automatically triage and assign cases based on complexity and urgency
• Track resolution timelines and ensure regulatory compliance
• Provide real-time updates to customers, reducing anxiety and repeat calls

Financial Difficulty

• Proactively flag vulnerable customers using AI insights
• Offer tailored repayment plans or support options via guided workflows
• Empower staff with scripts and tools to handle sensitive conversations

Bereavement Support

• Trigger compassionate workflows when notified of a customer’s passing
• Centralise document collection and next-of-kin communication
• Ensure consistent, respectful handling across departments

These are just some examples of the low frequency but high stress scenarios that financial services institutions can leverage Microsoft applications to improve.

We’re seeing it in action at our financial services customers, where integrated, automated solutions like the above are having a knock-on effect to benefit all stakeholders.