Case Study: Raiffeisen Bank Aval achieves a 360-degree customer experience with Microsoft Dynamics 365

Ukraine’s Raiffeisen Bank Aval reshapes 2.5 million customers’ experience with Microsoft cloud solutions

Raiffeisen Bank Aval, Ukraine’s third-largest bank, needed a more centralized, secure way to improve internal communication and deliver a better multichannel customer experience for its 2.5 million customers. Using Microsoft Dynamics 365 Marketing alongside Azure and Microsoft 365, the bank aimed to gain a full view of customer interactions and streamline employee collaboration across its 400 branches.

Microsoft Dynamics 365 helped Raiffeisen Bank Aval build a connected loyalty and marketing platform that manages communication across email, mobile app, and Viber, while enabling real-time customer analysis and personalization. As a result, the bank saw 15% more customers opt in to marketing communications and 10% month-to-month growth in loyalty program involvement, without additional advertising.

Raiffeisen Bank Aval

Petro Voronov

Head of IT Support Department