Tens of Thousands of New Customers Flying In
When 200-year-old Finnish wealth-manager Aktia linked its Visa credit card to Finnair’s frequent-flyer programme, tens of thousands of globally mobile consumers landed in its CRM overnight. The opportunity was huge—but only if Aktia could speak to each prospect about the right product at exactly the right moment.
Aktia’s siloed spreadsheets and scattered sales databases made that impossible. “Without smarter automation we’d have been dead in the water,” recalls Petteri Patjas, Director IT Business Value Streams. Aktia turned to Microsoft-recommended partner Bofor to create a single source of truth with Microsoft Dynamics 365 Customer Insights.
Bofor’s financial-solutions team united every touchpoint—card usage, flight behaviour, portfolio data, branch interactions—into unified, continuously refreshed customer profiles, instantly searchable by marketing, service and compliance teams. Campaign workflows stayed familiar, but audience selection became laser-precise, shrinking tasks that once took months to minutes.
Results, fast:
- Rapid onboarding of tens of thousands of new Finnair cardholders
- Highly personalised cross-sell of banking, insurance and wealth-management services
- Significant lift in campaign efficiency and customer satisfaction—“great feedback” from travellers now receiving only relevant offers
- A scalable data foundation ready for future AI-driven personalisation
"The project went exactly to plan,” says Patjas. “Bofor were innovative, agile and easy to work with. Having all data in one place has transformed how we operate.”
Buoyed by success, Aktia has already expanded collaboration with Bofor to new digital-service initiatives—confident that modern, governed data will keep customers, and growth, flying in.
