Customer Intelligence Platform
boosts customer communications
SAS provides omnichannel customer experience and 360˚ customer view
Over 200k real-time customer interactions per day
ING Bank Czech Republic achieved this using • SAS Marketing Automation • SAS Real Time Decision Manager
ING is one of the most recognizable financial institutions in the world. In order to stay ahead of the competition whilst meeting client needs and building stronger, long-term client relationships, the bank turned to SAS Customer Intelligence suite of solutions. As a part of the Model Bank initiative, was set up a challenge to deliver an international banking platform and a central data hub. Part of the solution is a holistic customer intelligence platform that provides a 360˚ view of the Customer and allows for a consistent message across all channels and the same behavior both in inbound and outbound worlds, including batch communication as well as real-time interactions.
SAS enabled us to automate, accelerate and personalize customer interactions. Recurrent tasks have been replaced by scheduled campaigns. SAS platform gathers all communications sent via multiple channels to our customers in one place, with an unified view of all customers’ offers and their statuses. The system brought not only an omnichannel approach but also communication content personalization, which makes our communication more relevant to our customers.
We have been working with many SAS consultants specializing in system architecture, decision modelling, omnichannel communication and system maintenance. They remained results-oriented and eager to meet our needs at all times. Support provided by SAS has always been quick, effective, proactive and highly professional. For ING Czech Republic this proved to be a very positive experience.Bohuslav Artman Product Owner of Customer Interaction ING Czech Republic
Customer Intelligence (CI) is an integral part of every financial institution’s operations. Being able to effectively communicate with customers not only improves the bottom line but also builds stronger, long-term customer relationships. More relevant and personalized communications have a positive impact on customer satisfaction.
Facts & Figures
4
one platform with 4 environments
375 000
customers
208 000
real-time customer interactions per day
80 000
daily sent communications
Benefits:
SAS Platform has been released to production and is being used on a daily-basis, taking the quality of ING Czech Republic’s customer interactions to a higher level. Thanks to automation and a comprehensive view of the customer, the platform significantly accelerates the work of those responsible for orchestrating communications. The list of benefits is long:
- 360˚ customer view
- Consistent omnichannel communications
- Relevant and personalized communication with customers
- Holistic platform for customer communications
- Real-time reaction to customer activity
- Relevant dialogue with the customer at the right moment
SAS became an important part of ING Czech Republic’s customer communication strategy delivering both tools and consultancy needed to build the platform. This was possible by combining a high quality software ecosystem with the know-how needed to convert it into tangible business value. SAS consultants focused on delivering results and high quality support while keeping up with the quick pace and agility of ING’s organizational culture.
