Case Study: Raiffeisen Bank Aval reshapes experience for 2.5 million customers with Microsoft Power Apps

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

Raiffeisen Bank Aval, Ukraine’s third-largest bank with more than 6,500 employees and 2.5 million customers, needed to centralize internal communications and deliver a connected multichannel customer experience while meeting strict security and compliance requirements. The bank turned to Microsoft Power Apps and broader Microsoft cloud solutions — including Microsoft 365, Teams, SharePoint Online, Azure, and Dynamics 365 Marketing — to streamline processes and unify customer engagement.

Using Microsoft Power Apps for process automation and Microsoft Forms/Teams for collaboration, and deploying an Azure-based loyalty module with Dynamics 365 Marketing for real-time customer analysis and multichannel outreach, Raiffeisen Bank Aval achieved a 360-degree customer view and personalized campaigns at scale. The Microsoft Power Apps–enabled solution increased opt-ins to receive communications by 15% and drove a 10% month-over-month growth in loyalty program participation, all while maintaining required security and legal compliance.

Raiffeisen Bank Aval

Tetiana Savelko

Head of Customer Relationship Management