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Grab
Breaking language barriers with Grab Taxi’s AI-powered customer service transformation
Grab Taxi transforms multi-regional customer service with HCLTech’s AI-driven solution, enabling seamless support across languages, regulations and markets.
The challenge
Grab Taxi, Southeast Asia’s leading super-app serving 620 million people across nine countries, faced critical operational challenges managing customer service across diverse markets with unique languages, dialects and regulatory requirements. The existing Zendesk system could not scale effectively for trend analysis as Grab’s customer base expanded beyond manual management capabilities. In addition, the complexity of serving both customers and service providers—including drivers and restaurants—across Malaysia, Indonesia, Philippines and Vietnam created significant operational bottlenecks, leading to frustrations for both parties.
The objective
Grab needed to create a future-proof customer service platform that could scale with its rapid expansion across Asia. The project aimed to eliminate language barriers, streamline regional compliance management and implement intelligent analytics to proactively identify and resolve service quality issues across its diverse marketplace ecosystem.
The solution
HCLTech replaced Grab’s legacy system with Dynamics 365 Service, seamlessly integrating Microsoft Copilot AI for real-time translation capabilities. The solution enabled instant text translation into local languages and dialects and automated compliance with regional sales tax, VAT and legal variations. Its advanced trend analysis enables Grab to analyze customer complaints and adjust expectations, prices and service providers to eliminate weak links and improve customer satisfaction. This approach created a unified platform where any call center could effectively service customers from any region while maintaining personalized, culturally appropriate interactions.
The impact
The transformation delivered exceptional results:
- Enhanced service quality through AI-powered translations that maintain personal, friendly interactions across language barriers
- Proactive flag system for misuse, including unreliable drivers and fraudulent credit claims from customers — eliminating waste that previously occurred through automatic processes
- Scalable analytics enable continuous process optimization, improving customer satisfaction while supporting Grab’s continued regional expansion
Kongsberg
Kongsberg Maritime, part of Kongsberg Gruppen, is a global leader in maritime transportation and technology solutions with revenue exceeding $4 billion.
Overview
Kongsberg Maritime, a division of Kongsberg Gruppen, stands out globally for its expertise in maritime transportation and technology solutions. As part of Kongsberg’s Digital Business Transformation Program, HCLTech led the seamless migration of a major acquisition—more than 2,000 employees—to Dynamics 365 Service. We also replaced Kongsberg’s legacy Field Service Mobile app (Xamarin) with Dynamics 365 Field Service, bringing new capabilities to the combined operations.
The challenge
Integrating systems to support growth and ensure business continuity
Kongsberg’s acquisition of a large commercial maritime organization was a strategic move to fuel future growth. To make this vision a reality, the acquired systems had to be quickly integrated with Kongsberg’s existing infrastructure. The goal? Keep business running smoothly, raise customer satisfaction and unlock long-term efficiencies. ________________________________________
The Objective
Seamless onboarding and integration of new acquisition
HCLTech was brought in to onboard and integrate the new acquisition into Kongsberg’s existing Microsoft CRM environment — without losing sight of any critical requirements. Meanwhile, Kongsberg faced ongoing issues with its Xamarin Field Service Mobile app and needed a more reliable, user-friendly solution.
The Solution
Comprehensive deployment of Microsoft Dynamics 365 solutions
We implemented Microsoft Dynamics 365 Field Service and Microsoft Dynamics 365 Cloud as the foundation. Our team conducted a thorough review in Dynamics 365 of all installations and assets, enabling rapid and accurate migration of data from defined sources to Dynamics 365.
The Impact
Rapid deployment, improved integration and enhanced customer satisfaction
By aligning the onboarding of new customer data with Kongsberg’s existing Dynamics 365 customer service solution, HCLTech quickly delivered an integrated, updated Microsoft platform to users worldwide.
- Rolling out Dynamics 365 Field Service Mobile globally resolved daily syncing errors and simplified user experience, leading to better customer satisfaction and faster response times. This upgrade replaced automations in the Evry FSM Suite.
- We migrated 2,200 new users to Dynamics 365 Service, successfully integrating two ERP systems—AX2012 and Baan v5. By replacing existing automations and calculations, we streamlined integration, preserved critical requirements and secured business continuity.
- The unified Dynamics 365 solution now gives Kongsberg employees reliable access to accurate, relevant customer data—helping them deliver stronger service, every time.
Banking on Dynamics 365 to scale growth for Standard Chartered Bank
Standard Chartered Bank leverages HCLTech expertise to optimize Microsoft solutions and drive business growth.
Summary
Standard Chartered Bank (SCB) is a renowned banking and financial services organization operating across Asia and Europe.
SCB was seeking a new Microsoft partner that could offer the advanced technological capability needed to address an increasingly complex financial technology landscape and optimize Microsoft solutions.
The Challenge
SCB wanted to access broader expertise as this would enable them to take advantage of AI capability, scale into new markets and segments and deliver quantifiable efficiencies across existing global operations.
The Objective
SCB aimed to gain better visibility across key performance data to address major business pain points — including sales pipeline, relationship management interactions and cost effectiveness — to improve productivity, drive sales conversions and track targets against actuals to optimize outcomes and resource allocation.The Solution
After evaluating several options, SCB selected HCLTech as their new Microsoft partner. HCLTech proposed a scalable integration approach of 30+ integrations that leveraged the Microsoft stack, especially Dynamics 365 Sales, to revamp the existing Dynamics 365 user experience and optimize functionality.
HCLTech recommended a cost-effective, templated approach that could be replicated and scaled globally, both across existing sites and to support future expansion into new markets and segments.
The Impact
As SCB’s new Microsoft partner, HCLTech successfully deployed the Microsoft stack to address priority business challenges and continues to work with SCB to roll out Dynamics 365 into further use cases. Project outcomes included:
- Improved productivity of relationship managers through availability of more accurate and actionable sales data.
- Automated tracking and actionable alert generation improve sales conversions and allow better comparison of targets and actuals across multiple product lines.
- Holistic, 360-degree view of customers fetching data from multiple platforms gives SCB more complete data insights into customer buying behaviors to target more effectively.
This partnership reflects our pragmatic optimism — combining advanced technology with deep expertise to help SCB adapt, scale and thrive in a rapidly evolving financial landscape. By focusing on real business outcomes, we’re not just solving today’s challenges — we’re building a foundation for sustainable growth and ongoing innovation.
Final Score: 9.30/10
(Writing Guidelines: 5.80/6, Brand Narrative & Tone: 2.75/3, Asset Alignment: 0.75/1)
Breakdown and Deductions:
1. Writing Guidelines (5.80/6)
Strengths:
- No Oxford commas used
- Em dashes are formatted with spaces on both sides
- Consistent sentence-case body copy and Title Case for “The Challenge,” “The Objective,” “The Solution”
Deductions:
- “navigate an increasingly complex financial technology landscape” → uses banned word “navigate” (Avoid “navigate”) (−0.10)
- “SCB selected HCLTech as its new Microsoft partner.” → client pronouns should be they/them (Use “their” instead of “its”) (−0.10)
2. Brand Narrative & Tone (2.75/3)
Strengths:
- Clear, fact-driven messaging
- Optimistic framing around outcomes and efficiencies
Deductions:
Overall tone is quite formal and corporate, lacking the warm, human “Approachable” element of our Pragmatic Optimist voice (−0.25)
3. Asset Alignment (0.75/1)
Strengths:
Follows the case study structure with title and the three primary sections in Title Case
Deductions:
Missing a standalone “The Impact” heading—paragraph runs into the previous section (−0.25)
Transforming health benefits customer service with Dynamics 365
Trustmark Insurance delivers health and employee benefit solutions to companies of all sizes, combining personalized care with enterprise-grade capabilities.
HCLTech deployed Microsoft Dynamics 365 Customer Service, Power Apps and AI-powered PVA agents to improve organizational visibility, standardize case management and transform customer service and call center operations.
The Challenge
Trustmark faced organizational visibility gaps across its health benefits and small business benefits divisions, lacking standardized case management. Customer service and call center teams needed integrated solutions to efficiently handle complex benefit inquiries and streamline operations.
The Objective
Trustmark aimed to enable intelligent customer interactions through automated workflows while providing organizational visibility and streamlined operations for enhanced service delivery. To achieve this, the client needed to deploy a comprehensive customer service platform with AI-powered automation that integrated with other platforms such as Sales Insights and LinkedIn Navigator to standardize case management.
The Solution
HCLTech implemented Dynamics 365 Customer Service with embedded Power Apps and AI-powered Virtual Agent (PVA) capabilities. The solution leveraged intelligent automation through API integrations, Five9 telephony connectivity and Sales Insights with LinkedIn Navigator for comprehensive customer engagement.
The Impact
The AI-enhanced Dynamics 365 implementation transformed Trustmark’s customer service operations, establishing intelligent automation foundations while enabling enhanced organizational agility and operational efficiency across its benefits platform.
- Enhanced customer service intelligence: Deployed AI-powered Virtual Agent (PVA) with intelligent chat capabilities and Five9 integration, enabling automated case creation tied to telephony for seamless customer interactions across call center users.
- Integrated sales intelligence: Integrated Dynamics 365 with Sales Insights and LinkedIn Sales Navigator, providing recommendations and intelligent prospecting capabilities to improve sales effectiveness and customer acquisition.
- Streamlined operations: Embedded Power Apps with API connectivity to multiple back-end systems, creating intelligent workflows that reduce administrative overhead while enabling automated case management across health and small business benefits divisions.
- Organizational visibility: Established a centralized platform that supports AI-powered analytics and reporting capabilities, providing comprehensive visibility across benefits divisions while laying automation groundwork for future intelligent process enhancements and scalable growth.
By combining advanced technology with a pragmatic approach, we helped Trustmark move closer to their vision of seamless, intelligent service — all while keeping people at the center of every interaction. That’s how we bring together the best of technology and our people to drive real progress.