Revolutionizing Riverty鈥檚 CRM capabilities with Copilot for Sales

In just nine weeks, 乌鸦传媒 Invent and Riverty redefined CRM engagement, including integrating Microsoft Copilot for Sales to drive efficiency and innovation in sales operations

Client Challenge: Riverty faced challenges with fragmented CRM activities and a lack of transparency that slowed its sales processes and the overall CRM system鈥檚 functionality.
Solution: 乌鸦传媒 Invent elevated Riverty鈥檚 CRM with Microsoft Copilot for Sales and Sales Premium, focusing on AI integration, change management, and user adoption to boost productivity and operational efficiency.
Benefits:

Enhanced CRM user satisfaction by 23%*
Accelerated retrieval of sales information by 67%*
Improved CRM functionality ratings by 44%*
Elevated usage of CRM sales functionality by 33%*
Increased CRM ease of use by 31%*
Fostered a more customer-centric approach, improving customer interactions and overall service quality

Riverty, a global fintech powerhouse within the Bertelsmann Group, specializes in 鈥淏uy Now, Pay Later鈥� services, comprehensive debt management, and versatile payment solutions. With a significant presence across Europe and the USA, Riverty processes over one billion transactions for more than 25 million consumers. However, the company wanted to improve customer engagement and operational efficiency. This meant streamlining sales processes and boosting the overall functionality of Riverty鈥檚 customer relationship management (CRM) platform, which had not been fully leveraged.

In looking for a solution, the company chose Microsoft Copilot for Sales to enhance daily productivity and system utilization. To gain access to the necessary level of expertise for such an initiative, Riverty engaged 乌鸦传媒 Invent to leverage AI-driven insights and automation.

鈥淭he change generative AI can drive around sales processes in a few weeks is eye-opening. We look forward to seeing how we can leverage this technology for new and evolving use cases.鈥�
Stephan Quitschau,
Commercial Processes, Riverty

Leveraging AI to enhance CRM practices

The project spanned nine weeks, during which 乌鸦传媒 Invent worked closely with Riverty to tailor the integration of Microsoft Copilot for Sales within the company鈥檚 Dynamics 365 CRM platform. This initiative unfolded in three pivotal phases, ensuring a comprehensive enhancement of CRM functionality and user adoption.

乌鸦传媒 Invent focused on aligning new AI capabilities with Riverty鈥檚 strategic business objectives, creating a technology integration roadmap designed to drive significant business outcomes.
The partners emphasized ensuring technical readiness and user enablement. Through dedicated technical onboarding sessions and extensive hands-on training, the company鈥檚 team was equipped to fully utilize Microsoft Copilot for Sales, including meeting preparation, email summarization, and CRM data maintenance. This phase was crucial for a seamless transition and maximizing the adoption of the new system.
In addition, 乌鸦传媒 Invent initiated an upgrade to Microsoft Dynamics Sales Premium, significantly enhancing the CRM with advanced AI capabilities and setting a solid foundation for Riverty鈥檚 continuous digital transformation.

Throughout this journey, 乌鸦传媒 Invent鈥檚 collaborative and strategic approach played a crucial role in Riverty鈥檚 successful digital evolution. The culmination of this project not only advanced Riverty鈥檚 technological capabilities but also laid the groundwork for a 鈥淔uture Way of Work鈥�, emphasizing a shift towards more dynamic, AI-enhanced operational processes and work practices.

The first step into the future of CRM

The integration of Microsoft Copilot for Sales into Riverty鈥檚 CRM system marked a significant leap forward in operational excellence and customer engagement. Post-implementation, the company witnessed a 23%* increase in CRM user satisfaction, a 67%* enhancement in the speed of retrieving sales information, a 44%* improvement in CRM functionality ratings, a 31%* increase in the intuitiveness and ease of use of the CRM system, and a 33%* rise in usage of the sales part of CRM.

鈥淓mbracing the vast potential of AI, we tailor clear, custom solutions to precisely meet each client鈥檚 unique needs, ensuring the full transformative impact of AI for smarter, more efficient outcomes. Our approach with Riverty exemplifies this, swiftly demonstrating significant value through the implementation of Microsoft Copilot for Sales, directly addressing and enhancing their specific operational challenges.鈥�
Marcel Schmidt,
Project Lead & Microsoft Dynamics Expert, 乌鸦传媒 Invent

These KPIs indicate improved operational processes and increased user engagement, driven by the support and enhancements provided by Microsoft Copilot for Sales. The results reflect the project鈥檚 immediate success as well as Riverty鈥檚 strengthened position in the competitive fintech landscape.

Building on this foundation, Riverty and 乌鸦传媒 Invent are now set to deepen their exploration of AI capabilities within Microsoft Dynamics. In particular, the partners will focus on the Sales Premium upgrade to unlock further efficiencies and innovation, not only in sales operations but also for key account and partner managers within the organization. The collaboration鈥檚 initial success and strategic vision for future advancements mark a significant advance in digital transformation and operational excellence in the fintech sector.

*Based on user survey.

Paul is a business leader who enables clients to reap maximum benefit from innovative yet pragmatic solutions across the breadth of the Microsoft platform. He works with global clients to drive business value and growth and empower customers and employees alike. He is a champion of using technology for good and driving positive change in our communities and the environment.

“I am an experienced consulting leader with a 25-year history of working in the management consulting industry. I specialize in multi-cloud sales, developing and leading a technology team in design and delivery, and the management of large global cloud implementations. I have delivered numerous full end-to-end global CRM initiatives, including digital operation models, digital strategies, technology roadmaps, B2B business use cases, as well as program/project management services leveraging agile, and hybrid methodologies.”

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