Meristem Securities Modernizes Customer Service Operations with Microsoft Dynamics 365
Meristem Securities Modernizes Customer Service Operations with Microsoft Dynamics 365 to Deliver Automated Case Management Across Business Units
Fragmented, manual customer service processes
Transforming fragmented, manual customer service processes that relied on disconnected systems like Outlook, creating outreach delays and limiting end-to-end visibility.
Unified automated case management
A centralized, governed, and scalable case management platform powered by Microsoft Dynamics 365 Customer Service and Power Platform, establishing a structured
Faster response & improved SLA compliance
Measurable improvements in response times, real-time SLA monitoring, and standardized service processes across Experience Center, Wealth Management, and Stockbroking.
Unified
Service Platform
100%
SLA Tracking
Faster
Case Resolution
$80,330
Project Value
CASE STUDY
Industry
Financial Services
Customer
Meristem Securities
Category
Agentic Services & Contact Center
Category
$67,080 (License Revenue 1 yr)
+ $13,250 (Implementation)
Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service enables organizations to deliver consistent, efficient, and intelligent customer engagement by unifying case management, automating workflows, and improving visibility across service operations.
For Meristem Securities Limited, a leading financial services provider in Nigeria, Reliance Infosystems implemented Dynamics 365 Customer Service to replace fragmented, manual service processes across multiple business units with a centralized, governed, and scalable case management platform.
The solution established a structured service delivery model across Experience Center, Wealth Management, Stockbroking, Trustees, and Registrars, ensuring every customer request is tracked, routed, and resolved within defined SLAs.
Dynamics 365 Capabilities Powering End-to-End Case Lifecycle Automation
All customer requests are now captured and managed in a single system, eliminating fragmented Outlook-based tracking and enabling end-to-end visibility across business units.
Automated routing ensures cases are assigned to the right teams based on predefined rules, reducing manual intervention and improving resolution speed.
Built-in SLA tracking ensures first response and resolution timelines are monitored in real time, enabling proactive escalation before breaches occur.
Power Automate workflows streamline case creation, notifications, escalations, and approvals, removing manual dependencies from service operations.
A standardized case lifecycle ensures consistency in how requests are logged, processed, escalated, and closed across all business units.
Microsoft Dataverse provides a secure and structured data layer, ensuring consistency, governance, and scalability across all service entities.
Enterprise Service Outcomes Enabled
Unified Service Operations
Meristem Securities achieved a single, centralized view of all customer service requests across multiple business units, eliminating siloed operations.
Improved SLA Compliance
Automated SLA tracking and escalation mechanisms significantly improved adherence to service timelines and reduced risk of missed commitments.
Enhanced Operational Efficiency
Automation of case creation, routing, and notifications reduced manual workload and improved service team productivity.
Consistent Customer Experience
Standardized workflows ensured consistent communication and service handling across all business units, improving trust.
Scalable Service Foundation
The platform provides a scalable architecture capable of supporting future enhancements, including advanced automation and AI.
Measurable Impact
The implementation delivered measurable improvements in customer service operations across Meristem Securities:
Approach and Delivery Methodology
Reliance Infosystems executed a structured implementation approach aligned to Microsoft best practices:
Approach and Delivery Methodology
Reliance Infosystems executed a structured implementation approach aligned to Microsoft best practices:
Discovery and Process Alignment
Stakeholder workshops were conducted across all business units to map existing service processes and define a unified case management model.
System Configuration & Foundation Setup
Microsoft Dynamics 365 Customer Service environment was configured, including security roles, user access, and initial data migration for accounts and contacts.
Solution Implementation
Core service capabilities were deployed, including: automated case creation and routing, SLA configuration, Notification workflows, Case lifecycle definition.
Validation and UAT
Structured user acceptance testing ensured alignment with operational requirements and service expectations.
Adoption and Enablement
End-user training and post go-live support ensured smooth transition and adoption across all service teams.
How Microsoft Technologies Enabled the Outcome
Dynamics 365 Customer Service provided the foundational platform for centralized service operations, replacing fragmented manual processes with a unified case management system.
Dataverse enabled secure, structured, and scalable data storage across all business units, ensuring consistency and governance.
Power Platform automated critical workflows, including case creation, routing, notifications, and SLA enforcement, transforming previously manual processes into intelligent, rule-driven operations.
Partner Value and Expertise
Reliance Infosystems brought deep expertise in Microsoft Dynamics 365 Customer Service implementation within financial services environments, with strong capability in:
- Multi-business unit service architecture design
- SLA modeling and enforcement frameworks
- Workflow automation using Power Platform
- Financial services process standardization
The engagement demonstrated Reliance’s ability to translate complex operational service structures into a scalable Microsoft-native customer engagement platform.
Winner Summary
Meristem Securities Limited modernized its fragmented customer service operations using Microsoft Dynamics 365 Customer Service, implemented by Reliance Infosystems. The solution unified case management across multiple business units, automated workflows, and enforced SLA tracking, resulting in improved response times, higher operational efficiency, and standardized service delivery across the organization.