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CASE STUDIES
How we helped a leading bank increase their sales campaign hit rate and improve customer retention.
CASE STUDIES
How we helped a leading bank increase their sales campaign hit rate and improve customer retention.
We created a predictive analytics platform by integrating data from 12+ systems, resulting in a 360° customer view, increase in product sales, reduction in deposit attrition, and a significant improvement in customer service quality.
We created a predictive analytics platform by integrating data from 12+ systems, resulting in a 360° customer view, increase in product sales, reduction in deposit attrition, and a significant improvement in customer service quality.
The Client & Challenge
The client is a leading commercial bank in Pakistan with over 700 branches, offering personal and business banking products and services across 75 cities.
After multiple mergers and acquisitions, customer data became scattered across multiple silos, impacting the bank’s ability to provide unified and relevant services. Our client wanted to develop a user-friendly product to improve customer retention, user experience and ultimately expand their customer base.
The Solution
We collected data from over 12 source systems and created a single integrated repository with all customer-related information, including accounts, recent transactions, birthdays, anniversaries, and family relationships.
After a single source of trusted data was established, we developed an AI-based Sales Management System (SMS) for customer-facing employees to track customer activities, segment customers based on demographics and behaviors, create personalized and relevant offers, and predict customer satisfaction issues. The SMS also includes innovative tools such as a geo-fencing solution to generate new leads using location insights.
The data platform was also used as a foundation to develop business intelligence reports. Over 300 users use the reporting platform for day-to-day operations as well as uncovering hidden insights on the fly.
The Outcome
Our system delivered an immediate impact on the bank’s customer engagement. Customer phone calls, branch meetings, and other communications became more relevant and meaningful. The return on investment of credit card sales campaigns increased by up to 300%. A significant reduction was observed in deposit attrition rates and customer feedback became more positive.