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Okko Oulasvirta
Financial Services

Customer & Policy 360

One view of the whole relationship — accounts, policies, interactions and open items — so the person serving the customer stops asking them to repeat themselves.

The decision it supports

What does this customer hold, what is outstanding, and what is the right next step for them?

What changes

Shorter handling times, fewer transfers, and advisers who can act on the relationship instead of reconstructing it. Every action taken from the view is logged against the customer.

Data domains

  • Customers
  • Accounts and policies
  • Products
  • Transactions and payments
  • Channels and interactions
  • Operations and servicing

Interactive preview

Customer & Policy 360 is described here as an opportunity rather than shown as a working demonstration. The interactive build for this industry is Customer & Risk Decision Workspace — it uses the same primitives, the same governed data model and the same decision-to-action pattern this application would.

We build one flagship per industry properly rather than four shallow ones. The pattern transfers.

The workflow

  1. 01The customer is recognised across every channel and system
  2. 02Their accounts, policies, balances and open cases are shown in one place
  3. 03Recent interactions across channels are drawn onto one timeline
  4. 04Relevant next steps and eligible offers are surfaced with the reason for each
  5. 05The adviser takes an action — a servicing task, a referral or an update
  6. 06The action is written back to the servicing system and logged against the customer

Platform capabilities most relevant here

  • OneLake

    One governed copy of enterprise data that analytics, AI and applications can all build on.

  • Curated business entities

    Agree once what an order, an asset or a customer means — then reuse it everywhere.

  • Generated data APIs

    Let application teams consume governed data without rebuilding the data foundation.

  • Fabric Apps

    Build the application where the governed data already lives, instead of copying it out.

  • Application state

    Remember decisions, assignments and approvals — the things a report cannot hold.

  • Microsoft Entra identity

    People see exactly the data they are entitled to see, in the application as well as the report.

  • Enterprise APIs

    Turn a decision into a change in the system that actually runs the process.

Not every application needs every capability. This is the subset that this decision actually depends on.

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