NAGA.com: Real-time CX op Champions League level.
In the fast-paced world of trading, stocks, and crypto, success depends entirely on speed, relevance, and compliance. For the NAGA.com trading platform and app, Intouch365 built a top-tier, data-driven omnichannel CX platform. Featuring real-time channel orchestration, spanning in-app notifications, SMS, and WhatsApp, NAGA executes complete omnichannel campaigns. This setup reaches millions of users across five continents, in over 100 countries, in more than 10 languages, and within the regulatory frameworks of more than five financial authorities.
Partnering with Intouch365, NAGA chose a Microsoft foundation built on Dynamics 365 Customer Insights, Copilot, and Microsoft Fabric. This transformed NAGA’s marketing operations to a Champions League level, making them faster, more personalized, highly scalable, and fully data-driven. Together, we drove direct impact on NAGA’s strategic growth goals.
Disconnected Tools as a Bottleneck for Growth Goals
In trading, every millisecond counts. Fluctuations in a share, stock, or cryptocurrency must translate directly into a relevant push notification for users who own or follow that asset. As a fast-growing fintech player, NAGA outgrew its legacy marketing and data architecture. Tools that once sufficed could no longer support the massive international scale of NAGA’s operations, which demand real-time customer interactions for millions of global users and a trading app where speed, relevance, and reliability are critical.
The main bottleneck was the reliance on multiple separate marketing platforms. Launching campaigns took too much time, personalization remained limited, and it became increasingly difficult to reach users in real time across their preferred channels, from mobile and social to messaging and in-app communication.
We used several different marketing platforms, but none offered the flexibility or scalability we required. We were pushing past our limits, both technically and operationally.”
Tudor Tomescu, Head of Tech Operations, NAGA
Real-Time Interactions Across Every Channel
To support NAGA’s global growth goals and real-time requirements, we designed an approach centered on innovation and high-performance processing power. Working closely with NAGA, Intouch365 built a scalable Microsoft foundation that unifies customer data, real-time market events, segmentation, and campaign execution. Our focus went beyond technology deployment to team enablement, empowering them to build campaigns faster, personalize smarter, and continuously optimize performance based on data.
Using Dynamics 365 Customer Insights-Data, Microsoft Fabric, and Copilot, we established an environment where global marketing teams can directly translate data into highly relevant customer interactions. Fabric provides NAGA with the computing power to process big data and convert millions of real-time events into one-on-one interactions. Dynamics 365 Customer Insights-Journeys gives marketers the exact tools they need to craft personalized customer journeys across every channel, delivering email, SMS, WhatsApp, and in-app push notifications triggered by real-time movement in the global stock markets.
“Dynamics 365 Customer Insights was the logical choice for us. It connects seamlessly to our Microsoft-based infrastructure and is highly intuitive for our team”,
Valentin Ilioi, Chief Marketing Officer at NAGA
Technology with Strategic Impact
The results were immediate and measurable. Within a few months, NAGA achieved a massive efficiency gain of more than 50% in campaign launches. This significantly accelerated time-to-market, directly driving higher profitability. The platform gives the marketing team greater control and productivity, offering built-in tools that eliminate manual tasks and enable smarter decision-making. The single biggest win is NAGA’s newfound ability to act in real time, turning data and live events into personalized, one-on-one conversations.
It’s all about the quality of the content, not the amount of messages.
Madalina Pirvanescu, Marketing Automation Manager at NAGA.
We immediately saw a surge in user and recipient engagement. Thanks to Dynamics 365 Customer Insights-Journeys and Copilot, our campaign content is now highly dynamic and updated in real time. We deliver the right message at the perfect moment through the most effective channel.
NAGA achieved a 90% increase in the use of dynamic content and a 150% boost in multichannel visibility, resulting in a threefold increase in overall reach. This immediate surge in user engagement, which ran up to 46% higher, delivered a powerful return on investment.
“We now measure campaign launch times in hours instead of days. Our teams are better aligned, highly productive, and free to be more creative because the technology actually works for them.”
Octavian Patrascu, CEO of NAGA.
The Future.
This project has opened the door to unprecedented growth, innovation, and global scale for NAGA. Building on this success, they will continue to expand their AI-driven personalization and automation, which includes integrating Azure OpenAI Service for KYC processes, user onboarding, and real-time interactions. Powered by this advanced, data-driven CX foundation, NAGA does not just keep pace with the rapid fintech industry, it sets a brand-new standard.
