Case Study: Know your customer!
In order to address customers optimally, you need to know them. How do we achieve high customer satisfaction and also optimize company’s profit? With a transparent customer journey and a very powerful smart banking platform.
Today, a customer expects that his bank knows and understands his individual, current situation and communicates with him according to his situation. The sales approach should therefore be tailored along with the current product portfolio at least on the available balances, the ongoing operations of the customer as well as on present customer data alike.
The requirements of our client – a major bank – were still multifaceted:
In order to optimally address customers under service-, marketing- and sales aspects, information and data from all channels were required in real time. The entire customer journey should be transparent. An optimal profile of individual customers can be read out via a link of these data streams with the already existing information. For example, with the aim to recognize possible migration to the competitors at the right time and to counteract it with appropriate communication.
The Bank had the overall satisfaction of their customers in mind and therefore wanted to also expand the accessible services. For example, through an update of the account balance immediately after the booking, which can be read on the Smartphone without time offset.
With an individual Big Data solution beyond extensive, imaginary models we were able to store the incoming data without structure, quickly retrieve information from the database and in parallel answer many inquiries, as well as to be able to recognize similarities between customers and usage types in a short time.
In particular, for the marketing of the Bank, the smart banking platform proved to be a quantum leap: The timeliness and quality of addressing customers is incomparably better, and above all – uniform on all channels offline, online and mobile. Numerous service themes now replace pure product sales contents.
Bottom line: Happier and more satisfied bank customers. And a new revenue situation, over which our client is also pleased.
The technologies used
Hadoop, Cassandra, Storm, Kafka, ElasticSearch