Banco Hipotecario, a leading Argentine bank, has completed a major digital transformation by migrating its customer relationship management (CRM) systems to Microsoft Dynamics 365. The bank, known for its extensive branch network and digital banking platforms, serves individuals and families across Argentina with personal loans, savings accounts, and mortgage products. The move to Dynamics 365 Sales and Dynamics 365 Customer Service, completed in 2025, was driven by the need to deliver faster, more personalized service to customers.
Previously, Banco Hipotecario operated Dynamics 365 Customer Engagement on-premises, which limited integration with cloud-based services and slowed down development cycles. The on-premises environment required specialized maintenance skills the bank lacked, and upgrade costs were prohibitive. Customer service agents faced challenges, including navigating multiple layers of menus and relying on SQL console reports for data analysis.
The migration to the cloud began in 2023 and concluded in 2025, with the bank completing the process in-house, supported by Microsoft FastTrack and Unified Support. The transition involved rebuilding key customizations, updating integrations, and optimizing the database. Rodrigo Espinosa, Head of CRM at Banco Hipotecario, highlighted the benefits: “Moving to Dynamics 365 Online gave us the foundation to modernize how we serve customers and support employees. With Copilot Studio, we are turning that foundation into faster answers, better experiences, and a more agile bank.”
Today, Dynamics 365 Sales empowers sales teams, while Dynamics 365 Customer Service supports customer-facing operations. The solution provides a 360-degree customer view and supports both personal and corporate banking across branches and remote channels. The bank has also replaced SQL console reporting with a modern analytics stack, enabling branch-level reporting for the first time. Azure Application Insights and Azure Key Vault provide real-time monitoring and secure credential management.