Client story

NFCU transforms its legacy back-office processes

Client:

Navy Federal Credit Union (NFCU)

Region:

North America

Industry:

Banking and capital markets

The firm teamed up with Capgemini to modernize outdated systems, redesign workflows, and drive efficiencies – all while improving its employees’ experience

Client challenge: NFCU’s day-to-day operations were being held back by its legacy CRM environment, leaving the team relying on manual steps, disconnected systems, and complex security workflows.

Solution: The company partnered with Capgemini to transform its ways of working, by combining collaborative process redesign and technology integration – with a particular focus on automation and Microsoft AI Business Solutions.

Benefits:

Improved case closure rates by over 50%
Significantly fewer errors across case processing
Strengthened regulatory compliance
Reduced the time to complete tasks from days to hours
Streamlined workflows and increased operational efficiency

As the financial services landscape evolves, many firms are identifying inefficiencies in their operational processes and legacy systems. Complex security and case management workflows can hinder productivity and make it more difficult to comply with regulations. On the ground, these issues can make it impossible for teams to work efficiently or deliver a consistent, reliable service.

In particular, NFCU’s challenges included its:

Employees’ experience, as teams were burdened with time-consuming research and repetitive tasks.
Inefficient workflows with cases moving slowly across functions.
Risks with compliance and accuracy, as manual handoffs made mistakes more likely.
An unreliable service as employees struggled to access information quickly.

With these opportunities in mind, NFCU – ranked among one of the most trusted financial institutions today – partnered with Capgemini. The goal? To modernize its Customer Relationship Management (CRM) and back-office operations through process re-engineering and automation.

Together, they put a plan in place: unify NFCU’s legacy systems into a single, modern CRM platform, redesign its workflows to eliminate manual steps and improve compliance, and infuse Microsoft AI Business Solutions to automate classification, validation, routing, and next‑best‑action guidance.

Now they’ve been implemented, these changes simplified processes, reduced errors, bolstered compliance and security, and significantly improved case closure rates. At the same time, AI‑enhanced, streamlined workflows have transformed its team members’ experience – a mix of smarter tools, faster processes, and AI-enabled automation has made their work easier and more accurate, freeing them up to deliver a consistent, reliable service. Building on this success, NFCU is planning to keep rolling out Microsoft AI Business Solutions across its back-office and CRM landscape – continuing its journey toward a more intelligent, efficient, and resilient enterprise.

“By combining Capgemini’s expertise with Microsoft AI, Navy Federal Credit Union transformed complex back‑office workflows into faster, more reliable, and compliant operations. Their results demonstrate the real impact AI can deliver for member‑focused financial institutions.”
PV Narayan, EVP and Head of Banking for Americas, Capgemini

“Modernizing NFCU’s CRM and back‑office operations with Capgemini and Microsoft AI has enabled faster processes, improved compliance, and a dramatically better employee experience. Their transformation sets a new industry standard.”
Doug Smith, GM Solution Sales, US Financial Services, Microsoft