NAGA reinvents its customer engagement with Dynamics 365 Customer Insights

NAGA’s marketing relied on three disconnected platforms, slowing campaign launches and limiting personalization, especially on mobile and social channels, where 2 million users were most active.

NAGA chose Microsoft Dynamics 365 Customer Insights and its Copilot agent, backed by Microsoft Fabric, to unify data, automate campaigns, and enable real-time, personalized engagement across channels.

NAGA cut campaign launch time from days to hours, enabling real-time, dynamic, and personalized engagement. Marketing productivity soared, unlocking smarter, faster decisions and setting the stage for AI-driven growth.

In the fast-paced world of financial services and trading, customer expectations are evolving quickly. Real-time, personalized engagement across multiple channels is no longer a luxury—it’s a baseline requirement. For NAGA, a rapidly growing trading platform operating in more than 100 countries globally, this shift presented a critical inflection point. Inspired by its digital-first company ethos, NAGA chose to reinvent its marketing operations using innovative technology to help it grow and stay competitive.

“We were using several marketing platforms, but none offered the flexibility or scalability we needed. We were hitting walls—technically and operationally,” explains Tudor Tomescu, Head of Tech Operations at NAGA.

NAGA’s rapid growth trajectory required a single, highly scalable marketing tech ecosystem.

Pivoting quickly with Dynamics 365 Customer Insights, Copilot, and Fabric

With Microsoft solutions provider Intouch365, NAGA consolidated data from multiple systems into a single, intelligent platform, unlocking new levels of marketing agility and intelligence. “Dynamics 365 Customer Insights was the natural choice. It interoperated seamlessly with our Microsoft-based data infrastructure and was easy for our team to learn and use,” says Valentin Ilioi, Chief Marketing Officer at NAGA.

“We were using several marketing platforms, but none offered the flexibility or scalability we needed. We were hitting walls—technically and operationally.”

Tudor Tomescu, Head of Tech Operations, NAGA

“Microsoft gave us a connected, highly secure, and efficient platform—from Microsoft Teams to Power BI to Dynamics 365. It all works together, and that’s critical for a global fintech,” says Octavian Patrascu, CEO at NAGA.

With Dynamics 365 Customer Insights, its Copilot assistant, and Microsoft Fabric, NAGA automated AI-driven segmentation, campaign generation, and content creation for more personalized results. Using Fabric, the company processes millions of trade events to deliver unique customer experiences based on behavior and market signals. This tech stack also boosts NAGA’s market reach and enables omnichannel engagement. Channels include email, in-app and push notifications, WhatsApp, Telegram, Messenger, web chat, and SMS, while Power BI supports real-time analytics and optimization.

“We built a system that supports real-time, hyper-personalized engagement. It’s not just marketing—it’s a deep customer connection at scale,” says NAGA partner, Marijn van Haperen, CEO at Intouch365.

Delivering customer results and inspiration for marketers

The results were immediate and measurable. Within months, NAGA achieved a more than 50% increase in campaign launch efficiency. Time to market accelerated, expanding the profitability window for each campaign. Marketing staff reported improved morale and productivity, empowered by tools that reduced manual effort and enabled smarter decision making. Most importantly, NAGA gained the ability to anticipate customer behavior and act in real time, turning data into action at the speed of customer expectation. Ilioi is thrilled, emphasizing, “Our team is small and lean, but we became a powerful marketing engine by building smarter and faster automation tools.”

“It's a matter of content quality, not email quantity,” says Madalina Pirvanescu, Marketing Automation Manager at NAGA. “We saw an immediate spike in engagement. Now, using Dynamics 365 Customer Insights and Copilot, our campaign content is real-time and highly dynamic. We’re delivering the right message, at the right time, on the right channel.”

“Microsoft gave us a connected, highly secure, and efficient platform—from Microsoft Teams to Power BI to Dynamics 365. It all works together, and that’s critical for a global fintech.”

Octavian Patrascu, CEO, NAGA

The NAGA marketing teams report a 90% increase in dynamic content adoption and a 150% lift in multichannel exposure, resulting in three times the user reach. The immediate spike in user engagement, up to 46% higher, is creating ROI outcomes that Patrascu is especially excited about. He explains, “We’ve gone from days to hours in launching campaigns. Our teams are more aligned, more productive, and more creative because the technology just works.”

Inspiring a vision for the future

This transformation didn’t just solve a technology problem—it unlocked new business potential. The company plans to expand its use of AI-driven personalization and automation by using Azure OpenAI in Foundry Models for onboarding, engagement, and real-time customer communication experiences. Beyond unifying more channels and complex customer journeys, NAGA is exploring how Microsoft solutions can extend into HR, finance, and customer service, laying the groundwork for a fully connected enterprise.

“We’re building a company that’s ready to scale,” says Patrascu. “With Microsoft AI and data tools, we’re not just keeping up—we’re setting the pace.”

In an industry where milliseconds matter and customer loyalty is hard-won, NAGA’s collaboration with Microsoft has delivered more than just operational efficiency. It has created a foundation for sustainable growth, innovation, and competitive advantage.

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