IP technology
Hello bank! case study
Crafting tailored messages with BT Personalised Video to help Hello bank! better connect with customers.
November 12, 2019
2 minutes
IP technology
Hello bank! case study
Crafting tailored messages with BT Personalised Video to help Hello bank! better connect with customers.
November 12, 2019
2 minutes
Hello bank! wanted to avoid using generic messages when connecting with their customers. They needed a simple-to-use solution that also offered personalisation.
To help Hello bank! speak to their customers as individuals, we recommended BT Personalised Video. It empowers clients to tell unique stories but keep their branding.
Using Personalised Video achieved open rates of around 60% as well as new client NPS growth each month.
The rise of digital banking is shaking up how we spend and save. Mobile apps mean we’re never more than a tap away from our money. And this close connection means digital banks know more about us. So they can better offer products and services that we need.
Hello bank! is a brand that believes customer experience should be at the centre of digital banking. Owned by BNP Paribas, it has branches in six countries, with three million customers across Europe. Determined to better connect with customers, we helped the Czech branch of Hello bank! create custom messages with BT Personalised Video from Idomoo.
The challenge
Hello bank! believes the simplest solution is the smartest one. They know their customers live busy lives. So they’re committed to making sure their mobile app is easy to use. And that their products and services are straightforward to understand.
But the company also recognises that its customers are all individuals. Each with their own needs and interests. So rather than communicate with them with a one-size-fits-all message, the Czech branch wanted their messages to resonate on a personal level.
On the recommendation of BNP Paribas, whom we’d worked with before, the Czech branch contacted us. They asked if we could provide a tech solution that was simple to use but could give them the level of customisation they needed.
In the spirit of our key values, we were looking for a smart and simple solution that would impress our new clients, greet them in a personal way, and leave them with the idea that we care about each and every single one of them.
The solution
To help Hello bank! speak directly to their customers, we recommended BT Personalised Video. This product pulls in personal profiles and other data into a video template. The content is then tailored to the customer, for example, addressing them by name. And the video can end with a call to action directing them to the bank’s web page or app.
A video would also deliver the bank’s message in a format that’s easy for digitally-native customers to consume, wherever they are. It’s also a great medium for explaining complex subjects like personal finance in an engaging and easily understandable way.
While the underlying technology is always the same, Personalised Video still gives our clients creative freedom to tell unique stories as well as stamp them with their branding.
The result
Empowering Hello bank! with personalised video campaigns
We helped Hello bank! run two campaigns using Personalised Video. The first went to a large number of its customers, raising awareness that they could now earn cashback on ATM withdrawals and shopping. The second campaign greeted new customers with a welcome message, helping the bank form close ties with clients as soon as possible.
Our automated interface worked with the bank’s CRM system, so we could get the personal profiles we needed and quickly scale for mass mail-outs.
We also provided support to the local design agency that created the videos. We advised them on best practice for working with Personalised Video, and how to upload it to the platform.
Encouraging engagement with friendly SMS reminders
Our Personalised Video offered a complete solution. To encourage the bank’s customers to watch these videos, friendly SMS reminders were automatically sent out if a recipient didn’t open an email within two days of receiving it. So Hello bank! achieved open rates of around 60 percent. More importantly, Personalised Video helped Hello bank! achieve the one-on-one connection they wanted with their clients.
Almost 50,000 clients have been addressed by the welcome video campaign. We maintain high standards of communication by welcome phone calls. While we talk to our new customers, some of them spontaneously mention – and appreciate – the surprisingly personal ‘video candy’ we have sent them. It seems the personalised video was the missing piece of our onboarding process as our net promoter score (NPS) for new clients grows month by month.
Related content
CONTACT CENTRES
December 11, 2023
CONTACT CENTRES
December 11, 2023