Smart credit tracking and trigger-based marketing

Previously, customers established contact with Hanseatic by calling a contact center. Yet, this contact center, an external service provider, did not have direct access to Hanseatic’s internal banking systems, which meant the bank had to extract data regularly and forward them securely to the contact center. While this scenario involved a considerable amount of work, it also meant that it was not always possible to take all customer calls promptly.

When Hanseatic implemented BSI CRM, its employees gained a cross-channel 360° view of the bank’s customer data. They can now resolve many questions, such as those about a customer’s current account balance, as early as during the initial customer contact.

The bank also works with the BSI Digital Experience Platform BSI CX and uses it, among other things, for trigger-based campaigns, birthday or welcome mailings and NPS measurements. With BSI, Hanseatic Bank can turn simple customer journeys into multi-level campaigns with speed and flexibility, create landing pages with forms for marketing actions and make target group selections.

Hanseatic Bank plans to apply Artificial Intelligence in the next few months to generate customer mailings with personalized topics, content, and designs. Also, it intends to implement an automated process where incoming e-mails are assigned to the appropriate customers and actions, offering tremendous potential for efficiency improvements and reduced employee workloads. For example, the bank will also automate the control over the individual e-mail components customers will receive with a design and content suitable for them.