A Top-25 Regional Bank Establishes a Branded Customer Experience for Its Digital Bank
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- EngageOne RapidCX
Tech Stack
- APIs
- Content Management Systems
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Digital Twin
- Remote Asset Management
Services
- System Integration
- Software Design & Engineering Services
About The Customer
The customer is a top-25 regional bank that operates in the financial services industry, specifically focusing on digital-only online banking. As a large corporate entity, the bank aims to provide a seamless and fully digitized banking experience to its customers. The bank's primary goal is to enhance customer satisfaction by offering flexible and personalized communication options. By leveraging advanced technology and integrating various systems, the bank seeks to establish a strong brand presence in the digital banking sector. The bank's commitment to innovation and customer-centric solutions positions it as a leader in the financial services industry.
The Challenge
The bank faced the challenge of designing a fully digitized customer communication experience for its digital-only online banking service. They needed to establish a denovo digital-first bank and integrate it with a new core system within six months. Additionally, the bank required flexibility to make changes to products, positioning, and experience while honoring customer preferences for electronic communication delivery options.
The Solution
The bank implemented EngageOne RapidCX to create a comprehensive library of online, email, and SMS communications. They leveraged multiple APIs for online presentment, alerts, and personalization, enabling on-demand, one-to-one, and one-to-many communication capabilities. The solution provided full content management for rapid change flexibility and utilized data to drive personalized content, detailed delivery tracking, audit traceability, and governance. By integrating separate systems and processes into one platform, the bank enabled over 430 users to self-manage and access communications across the enterprise.
Operational Impact
Quantitative Benefit
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