Riverty Enhances CRM and Sales Efficiency with Copilot Integration

Riverty, a global fintech company specializing in Buy Now, Pay Later services, sought to improve customer engagement and operational efficiency by optimizing its Dynamics 365 CRM platform. The company collaborated with Capgemini to integrate Microsoft Copilot for Sales into their existing CRM, aiming to streamline sales workflows and enhance user adoption. Over nine weeks, Capgemini Invent guided the integration process, focusing on aligning AI capabilities to Riverty’s business objectives, ensuring technical readiness, and facilitating extensive hands-on training for employees.

The project proceeded in distinct phases—roadmapping, onboarding and training, and system upgrades—culminating in measurable performance improvements. Following deployment, user satisfaction with CRM rose by 23%, sales information retrieval sped up by 67%, and CRM functionality improved by 44%. The initiative helped Riverty establish a foundation for ongoing digital transformation and further AI-driven efficiency gains in operations.

Future plans between Riverty and Capgemini include leveraging Dynamics Sales Premium’s advanced features to automate more processes and unlock new efficiencies. The case underlines the tangible business value Copilot and Dynamics can bring to fintech sales and customer management teams.

1. 01Inefficient use of Dynamics 365 CRM platform.
2. 02Need to streamline sales workflows for improved productivity.
3. 03Low user satisfaction with existing CRM setup.
4. 04Desire to accelerate access to sales information.
5. 05Underleveraged AI and automation capabilities in daily operations.

1. 01Integrated Microsoft Copilot for Sales into Dynamics 365 CRM.
2. 02Partnered with Capgemini for technical guidance and user enablement.
3. 03Conducted hands-on training and technical onboarding for widespread user adoption.
4. 04Upgraded to Dynamics Sales Premium for access to advanced AI functionality.
5. 05Mapped integration to business objectives with a dedicated AI-driven workflow roadmap.

1. 0123% increase in CRM user satisfaction.
2. 0267% faster retrieval of sales information.
3. 0344% improvement in CRM functionality ratings.
4. 0431% increase in system intuitiveness and ease of use.
5. 0533% rise in usage of sales-related CRM modules.

• Improved CRM user satisfaction
• Faster retrieval of sales information
• Enhanced CRM functionality
• Improved system intuitiveness and ease of use