Client: XYZ Bank (a large, national retail bank)
Challenge: XYZ Bank was struggling to effectively engage with its customers. Their outbound marketing efforts were siloed, with separate campaigns for email, phone, and SMS. This resulted in a disjointed customer experience and a lack of visibility into campaign performance. Additionally, ensuring compliance across various communication channels was a challenge.
Solution: XYZ Bank implemented CxCloud365 OEM’s omnichannel outbound campaign management solution. This cloud-based platform enabled XYZ Bank to:
- Consolidate outbound campaigns: Manage all outbound interactions (email, phone, SMS) from a single platform, ensuring a consistent customer experience.
- Campaign agility: Create and launch targeted campaigns quickly and easily, with drag-and-drop functionality and pre-built templates.
- Omnichannel orchestration: Design journeys that seamlessly transition between channels based on customer preferences and engagement.
- Compliance assurance: Built-in compliance features helped XYZ Bank ensure all communications adhered to regulations.
Results:
- Increased customer engagement: CxCloud365 OEM’s omnichannel approach led to a significant increase in customer engagement rates. XYZ Bank saw a 20% rise in email open rates, a 30% improvement in phone call answer rates, and a 40% boost in SMS click-through rates.
- Improved campaign performance: The platform’s real-time analytics provided XYZ Bank with valuable insights into campaign performance, allowing them to optimize campaigns for better results.
- Enhanced compliance: CxCloud365 OEM’s compliance features ensured all outbound communications were executed according to regulations, reducing the risk of penalties and reputational damage.
Conclusion:
XYZ Bank’s implementation of CxCloud365 OEM’s omnichannel outbound campaign management solution resulted in a significant improvement in customer engagement, campaign performance, and compliance. The platform’s agility, ease of use, and built-in compliance features make it a valuable tool for any organization looking to optimize its outbound marketing efforts.