Wealth management and private banking solutions require customer relationship management (CRM) that can integrate financial and CRM data from disparate applications and systems, and empower role-based access to the most relevant, timely, accurate information. To meet this need, Microsoft® Gold Certified Partner Infosys Technologies leveraged the sophisticated capabilities and open architecture of Microsoft Dynamics™ CRM to create its Wealth Management and Private Banking solution. The application can integrate data from sources across an enterprise and present dashboard views of data most relevant for each role. By building the solution on Dynamics CRM 4.0, Infosys was able to quickly deliver a highly customized, industry-specific, flexible application that provides the multilingual and multicurrency capabilities required by international financial services firms.

1. Microsoft Dynamics
Partner Solution Brief
Global Systems Integrator Creates Pre-Configured CRM
Solution for Wealth Management and Private Banking
Overview “With the Infosys Wealth Management and Private
Country or Region: Global
Industry: Information Technology
Banking solution built on Microsoft Dynamics CRM 4.0,
we can focus entirely on meeting client needs without
Partner Profile
Microsoft® Gold Certified Partner Infosys
having to worry about platform capabilities.”
Technologies defines, designs, and delivers Dinesh Mohan, Lead, Industry Solutions, Microsoft Dynamics Practice
IT-enabled business solutions for Global
2000 companies. Wealth management and private banking solutions require
Business Needs customer relationship management (CRM) that can integrate
Banking and Financial Services companies financial and CRM data from disparate applications and systems,
often struggle to integrate financial and
CRM data from disparate sources to and empower role-based access to the most relevant, timely,
provide client relationship managers with a accurate information. To meet this need, Microsoft® Gold Certified
clear view of the data they need to server
their clients most effectively. Partner Infosys Technologies leveraged the sophisticated
capabilities and open architecture of Microsoft Dynamics™ CRM to
Solution
Infosys developed its solution for wealth create its Wealth Management and Private Banking solution. The
management and private banking on the application can integrate data from sources across an enterprise
Microsoft Dynamics™ CRM platform to
provide a 360-degree view of each and present dashboard views of data most relevant for each role.
customer and a single role-based By building the solution on Dynamics CRM 4.0, Infosys was able to
dashboard view for each user.
quickly deliver a highly customized, industry-specific, flexible
Benefits application that provides the multilingual and multicurrency
 Faster time to market compared to
custom solutions capabilities required by international financial services firms.
 Faster Implementation at each customer
 Multiplied power and reach for
application

2. "Thanks to the power of Business Needs role and have access to everything required
Businesses that provide wealth management to be immediately productive.
the SDK and the and private banking services in the Banking
flexibility of the platform, and Financial Services industry require Solution
sophisticated customer relationship Microsoft® Gold Certified Partner Infosys
we can modify most management (CRM) applications to Technologies identified the gaps that hinder
entities, fields, layouts, effectively evaluate and sell financial effective customer relationship management
products and services, manage and support in a Wealth Management and Private Banking
forms, and properties on customers, and increase business. This is domain and, in response, developed
the fly without extensive further complicated by the need to meet Microsoft Dynamics CRM for Wealth
highly-regulated compliance standards Management and Private Banking. It chose to
coding. This means we established by both local and international build its solution on the Microsoft Dynamics
have a solution that is laws. CRM platform because it offers:
easy to support, Because these businesses often have  A sophisticated set of building blocks for
maintain, and upgrade.” multiple, disparate applications and systems sales, marketing, and service;
to manage both financial and CRM data,  Flexible workflow that cuts across and ties
Dinesh Mohan, Lead, Industry Solutions, there can be gaps between the applications the modules together;
Microsoft Dynamics Practice and systems, between the technology and  Role-based security across business
the end users, and between end users across entities; and
divisions. In addition, these multiple sources  A highly customizable platform.
of data along with the multiple roles within a
company can make it difficult for end users to All this allowed Infosys to create a solution to
find and access the right information at the meet the complex needs of the Banking and
right time, which can result in lost business. Financial Services Industry.
Therefore, there is a strong need for a single, Custom Wealth Management and
unifying CRM application that can integrate Private Banking Solution
all the data from the disparate sources to Infosys’ Wealth Management and Private
provide each relationship manager with the Banking solution is pre-configured and
most relevant, timely, accurate information customized to empower wealth management
for his role, while simultaneously tracking divisions in banks to not only better manage
sales processes and required workflow their current customer relations, but retain
activities. those with better service and expand
business through more effective cross-selling
This need is especially vital since this sector and up-selling. The solution caters to the
is both fast-paced and prone to high turnover. needs of different stakeholders in the bank,
With such an application, rather than including the Relationship Managers,
requiring a new employee to spend days Financial Planning Analysts, Financial Product
trying to find, access, view, and organize all Managers, and Back Office Personnel.
the data for the new role, the user could, with
one click, go right to the dashboard for that The solution provides a 360-degree view of
each customer (referred to as Know Your

3. ubiquitous tool for relationship managers and
back-office workers, so providing them the
ability to fully leverage our application
through the Outlook interface was vital.”
Industry-Specific Customizability
Another reason Infosys chose to build its
Wealth Management and Private Banking
solution on the Dynamics CRM platform is its
customizability. Dinesh states, “The
Dynamics CRM 4.0 platform is incredibly
flexible. Its comprehensive SDK makes it
easy for us to extend product functionality
and integrate multiple capabilities to meet
any industry or company-specific
requirements.” He adds, “Because the
platform is extensible using the .NET
Framework, we didn’t have to train or find
developers with specific Dynamics CRM
development skills either. Instead, we were
Figure 1 - Relationship Manager able to easily leverage the developers we
Dashboard, including Top 5 New needed from our existing base of over
Customers, Top 5 Accounts, Daily Customer) while giving each user a single
20,000 .NET professionals.”
Task Meter, Other Tasks, News, dashboard with a role-based view. By
Alerts, and Financial Index combining this with the extensive
Company-Specific Flexibility
movements functionality of the Dynamics CRM platform,
In addition to its customizability in
the data across the application can be
development, Infosys also wanted a platform
quickly, seamlessly, and effectively leveraged
that was highly flexible for implementation.
into the entire relationship management
Dinesh states, “With other technology
process.
solutions, we would first have to go to the
customer to collect requirements. Then, we
Streamlined Integration
would have to come back and write the code
According to Dinesh Mohan, Lead, Industry
and configure the application to meet their
Solutions, Microsoft Dynamics Practice, “One
needs. Finally, we would go back to the
key reason we chose to build our Wealth
customer to implement the application. Now,
Management and Private Banking solution on
thanks to the power of the SDK and the
the Dynamics CRM platform is its tight
flexibility of the platform, we can modify most
integration with Microsoft SQL Server®,
entities, fields, layouts, forms, and properties
[Office] SharePoint® Server 2007,
on the fly without extensive coding. This
PerformancePoint™ Server, and Office
means we have a solution that is easy to
applications. This integration brought
support, maintain, and upgrade.”
efficiency to our development and provides a
familiar interface for our customers.” He
adds, “Microsoft Office Outlook is a

4. “[With Dynamics CRM Dynamics CRM 4.0 provides greater functionality of their Wealth Management and
customizability and flexibility than ever Private Banking solution through SharePoint
4.0], we can easily before. Dinesh states, “With the many-to- Server 2007. Dashboards are available in
develop the many relationships available in Dynamics SharePoint Server 2007 to view and update
CRM 4.0 out of the box, we can truly and data without requiring end users to log into
sophisticated multi- more easily meet and support all the Dynamics CRM. This gives users—who don’t
branching workflows sophisticated business relationship needs of need full access to Dynamics CRM—the ability
our customers.” to view and update data in the Wealth
required by this industry, Management and Private Banking application
implement custom Role-Based Dashboards without requiring the additional product
The Infosys Wealth Management and Private training or licensing for their limited use.
workflows for each Banking solution provides customized
client, and additionally dashboards to present the massive amounts Improved Workflow Development
of financial and customer-related data from and Implementation
provide customers with disparate sources in a single view (see Figure Creating and managing effective workflow
the ability to create and 1). Each dashboard is a custom collection of can be challenging for any business. In the
data that is fed by various entities to provide Banking and Financial Services industry, this
modify workflows each user with a clear view of all related is further complicated by the extensive
without technical requirements, tasks, workflow, and required compliance and reporting requirements at
actions. Within the dashboard, each user can every level of the customer relationship.
expertise.” also drill down into the data behind the According to Dinesh, “We previously had to
Dinesh Mohan, Lead, Industry Solutions, dashboard as needed. configure and code complex workflows to
Microsoft Dynamics Practice provide the required escalations, multiple
Custom, Flexible Reporting branching, approvals, reporting, etc. However,
By leveraging SQL Server Reporting Services, with Dynamics CRM 4.0, Windows® Workflow
end-users are also empowered to create and Foundation provides for all the complexities
view various standard and customized we previously had to code. So now, we can
reports. For example, now, instead of easily develop the sophisticated multi-
browsing multiple spreadsheets to extract branching workflows required by this industry,
data to be configured for each report, an end implement custom workflows for each client,
user can simply create the report which then and additionally provide customers with the
pulls the required data as needed. The ability to create and modify workflow without
reports can be as simple as a detailed view of technical expertise or intervention.”
a client portfolio or as complex as a report
that maps financial products across a client’s He adds, “Windows Workflow Foundation also
current portfolio, arming the relationship integrates with SharePoint Server 2007, so
manager with appropriate and compelling the workflow within Dynamics CRM can reach
cross-selling and up-selling opportunities. and be accessed by those whose access to
the application is only through SharePoint.”
Ability to Expose Data Outside
Dynamics CRM Expanded Security and
The tight integration with SharePoint Server Compliance Capabilities
also allows Infosys to expose much of the

5. “By leveraging the power The banking and financial services industry cost of ownership (TCO) while providing a
has extremely stringent requirements for rapid return on investment (ROI).”
and flexibility of the security. According to Dinesh, “Dynamics
Dynamics CRM 4.0 CRM 4.0 provides a great foundation for a Faster Implementation Saves Time
comprehensive security infrastructure. for ISV and Customers
platform, we were able However, just as important, it also allows us Thanks to the improved flexibility of Dynamics
to develop a deeply to easily extend security for additional custom CRM 4.0, Infosys can now provide a one-step
entities by configuration.” implementation process. Because Infosys can
customized, flexible now configure the application to meet exact
CRM solution to meet He adds, “Another feature that provides customer specifications during
additional security for our application is the implementation, the ISV saves the significant
the complex needs of multi-tenancy capability of Dynamics CRM time and expense of extra time to gather
the Banking and 4.0. This allows us to ‘bucket’ data into requirements while the customer gets to
various non-permeable layers in order to implement the application sooner.
Financial Services separate data between countries, and
industry and get it to business divisions. Then, using SharePoint Multiplied Power and Reach for
Server 2007, we can provide views of the Application
market in rapid time.” aggregated data from across the buckets for New features in Dynamics CRM 4.0 have
Dinesh Mohan, Lead, Industry Solutions, those who require consolidated information.” vastly improved Infosys’ Wealth Management
Microsoft Dynamics Practice and Private Banking solution. These
To meet compliance requirements, Infosys capabilities include:
also added an audit log to their Wealth
Management and Private Banking solution.  Multicurrency: Multicurrency capability
Through a custom form, the fields that is a vital need for any Banking or Financial
require auditing can be selected. Then, when Services solution and thus, the
any data is changed in that field, the date, multicurrency capabilities of Dynamics
time, content that was changed, along with CRM 4.0 vastly improve the value of the
the user who made the change are recorded. Infosys solution.
This feature has helped to harden the  Multilingual: The ability in Dynamics
security available in Microsoft Dynamics CRM 4.0 to handle multiple languages in a
CRM. single instance also expands the power of
the solution to meet the needs of larger,
Benefits international customers.
Faster Time to Market for Industry-  Multi-tenancy: The multi-tenancy
Specific Application capability of Dynamics CRM 4.0 improves
According to Dinesh, “By leveraging the the solution in two key ways. According to
power and flexibility of the Dynamics CRM 4.0 Dinesh, “Multi-tenancy has been a big
platform, we were able to develop a deeply boon for us, allowing us to support multiple
customized, flexible CRM solution to meet the organizations with a single instance and to
complex needs of the Banking and Financial provide data privacy needs through non-
Services industry and get it to market in rapid permeable layers within the same
time. From our client point of view, a organization.”
preconfigured solution helps to lower total

6. For More Information Dinesh concludes, “With the Infosys Wealth Microsoft Dynamics
For more information about Microsoft Management and Private Banking solution Microsoft Dynamics is a line of integrated,
products and services, call the Microsoft built on Microsoft Dynamics CRM 4.0, we can adaptable business management solutions
Sales Information Center at (800) focus entirely on meeting client needs that enables you and your people to make
426-9400. In Canada, call the Microsoft without having to worry about platform business decisions with greater confidence.
Canada Information Centre at (877) capabilities.” Microsoft Dynamics works like familiar
568-2495. Customers who are deaf or Microsoft software such as Microsoft Office,
hard-of-hearing can reach Microsoft text which means less of a learning curve for your
telephone (TTY/TDD) services at (800) people, so they can get up and running
892-5234 in the United States or (905) quickly and focus on what’s most important.
568-9641 in Canada. Outside the 50 And because it is from Microsoft, it easily
United States and Canada, please contact works with the systems that your company
your local Microsoft subsidiary. To access already has implemented. By automating and
information using the World Wide Web, go streamlining financial, customer relationship,
to: and supply chain processes, Microsoft
www.microsoft.com Dynamics brings together people, processes,
and technologies, increasing the productivity
For more information about Infosys and effectiveness of your business, and
Technologies products and services, call helping you drive business success.
(080) 28520261 or visit the Web site at:
www.infosys.com For more information about Microsoft
Dynamics, go to:
www.microsoft.com/dynamics
Software and Services − Microsoft Office PerformancePoint
 Products Server
− Microsoft Dynamics CRM − SQL Server 2008 Reporting Services
− Microsoft Office Outlook 2007  Technologies
− Microsoft Office SharePoint Server − Microsoft .NET Framework
2007
This case study is for informational purposes only. MICROSOFT
MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS
SUMMARY.
Document published May 2008