Knowledge Hub  |  Industry guide

Finance & Insurance

Workflows, system support, and a review of listed partners — written from the buyer's perspective.

The Industry Reality

The financial and insurance sector is heavily regulated, data-intensive, and under constant transformation pressure. FinTech challengers, new customer expectations for digital service, and a continuously changing regulatory landscape — IFRS 17, Solvency II, MiFID II, AML — place high demands on system flexibility and traceability. Legacy, isolated core systems are one of the biggest bottlenecks: they are costly to maintain, difficult to integrate, and fail to produce the real-time data required to manage the business.

The challenge is not finding a single system that solves everything — no such system exists. Dynamics 365 typically serves as an overarching layer for CRM, financial management, and customer service, integrated with existing core systems for portfolio management, claims handling, or settlement. This provides a unified view of the customer and automated compliance and reporting processes, without requiring the entire system landscape to be replaced at once.

For banks, insurance companies, and financial advisory firms, the central business benefit is the same: a 360-degree customer view, automated compliance workflows, and a customer service system that delivers the right information at the right time — regardless of the channel.

Core Workflows and System Support

Finance & Supply Chain Management: Regulatory reporting and financial governance

F&SCM is relevant for financial institutions and insurance companies with complex requirements for financial consolidation, regulatory reporting, and group accounting. The system can be configured to support specific reporting standards and separate regulated from unregulated operations via financial dimensions.

  • Financial consolidation and reporting tailored to industry-specific standards such as IFRS and Solvency II
  • Separation of regulated and unregulated operations within the same system via financial dimensions
  • Automated reconciliations and audit logs for internal control and external audits
  • Budgeting, forecasting, and liquidity planning based on real-time data

Sales: Advisory processes and complex B2B/B2C sales

Dynamics 365 Sales supports financial advisors and business developers with structured pipeline management, documentation of customer dialogues, and traceability across the advisory process. In an industry with strict documentation requirements, automated logging of customer interactions acts as a direct compliance safeguard.

  • Pipeline management for complex products with long sales cycles
  • Documentation of advisory sessions with full audit traceability for regulatory compliance
  • 360-degree customer view including holdings, interaction history, and communication
  • Quotation and contract management for financial products and services

Customer Service & Contact Center: Claims management and customer service

Customer Service provides support teams and claims handlers with a unified view of the customer and case — regardless of the channel used to contact the organization. Contact Center optimizes the routing of incoming contacts based on case type and gives agents real-time AI assistance. Together, they create a service workflow that meets industry demands for fast, accurate, and traceable case management.

  • Case management for claims submissions, contract enquiries, and advisory requests
  • Automated claims management workflows from registration to settlement
  • Intelligent routing of incoming contacts based on case type and customer segment
  • AI assistance for agents offering suggested responses and access to relevant customer data

Customer Insights: Customer data and personalization

In an industry dealing with large volumes of data but often fragmented customer profiles, Customer Insights is a strategic component. The application aggregates data from disparate sources — transactional systems, CRM, customer service — into a unified customer profile that enables segmentation, proactive service, and personalized offers.

  • Unified customer profile aggregated from transactional systems, CRM, and customer service
  • Segmentation based on customer behavior, holdings, and risk profile
  • Proactive communication triggered by life events or portfolio changes

Listed Partners in Finance & Insurance

Three partners are listed for the industry on d365 Guide. Below, they are presented in the order they appear on the industry page.

Sopra Steria

Business Central, Finance, Supply Chain Management | AI Enabled

Sopra Steria adopts a process-oriented and methodology-driven approach, with a clear focus on delivering measurable business value from every implementation. In the financial and insurance sector, they combine ERP expertise with one of the region's largest CRM teams, equipping them to cover both back-office operations and customer-facing processes. Their global network of specialists in change management, analytics, and compliance offers added value for financial institutions managing complex modernization programs with strict regulatory demands.

NAB Solutions

Business Central, Sales, Customer Insights, Customer Service, Field Service, Contact Center

NAB Solutions has worked with Microsoft's platform since 2001, combining Business Central with a broad CRM and service footprint. For financial firms and insurance brokers prioritizing customer relationships, advisory documentation, and efficient service delivery, NAB Solutions represents a compelling choice. Their portfolio spans the entire customer journey — from marketing and sales to case management and contact center services — within a cohesive Dynamics 365 ecosystem.

Enqore AB

Business Central, Finance, Supply Chain Management, Sales, Customer Insights, Customer Service, Field Service, Contact Center, Project Operations

Enqore covers the full Dynamics 365 platform with a sharp focus on data-driven and AI-enabled processes. In the financial sector — where data volume is high but actionable insight often arrives too late — their profile is directly relevant: they connect core business systems with analytics and AI to enable predictive decision-making rather than reactive responses. Highly relevant for financial firms aiming to leverage their data more actively for risk management, customer targeting, and process automation.

Choosing the Right Partner for Your Organization

Finance and insurance is a sector where system and partner selection faces a complex challenge: balancing strict regulatory compliance and sensitive customer data with an existing landscape of legacy core systems that cannot be replaced overnight. This demands deep partner understanding of integration complexity and compliance frameworks.

With three listed partners, the selection is distinct: Sopra Steria offers process-driven methodology and global specialist expertise, NAB Solutions brings a deep CRM and service focus, and Enqore provides a data-driven and AI-oriented approach. None of them are exclusively dedicated to finance — they are broader Dynamics 365 partners with proven experience in the sector.

A key question to ask any prospective partner is how they handle integrations with existing core banking or insurance systems, and whether they can demonstrate reference clients in financial services with regulatory requirements comparable to yours.

Read more and compare partners: d365guide.com/branscher/finans-forsakring