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Case Study

Rabobank: 400% increase in sales opportunities from designing real-time customer experiences

  • Unify customer experiences across physical and digital channels
  • Shift from segments and campaigns to one-to-one customer engagement
  • Leverage adaptive models to improve next-best-action performance

We’ve shifted from campaigns that were very focused on selling a product during a specific window of time, to focusing on customer lifetime value. To do that, we needed to engage our customers one-to-one…That’s what Pega provides.

Coen Wiers Senior Project Manager, Customer Relevance, Rabobank

The Business Issue

Rabobank, a global leader in food and agricultural financing as well as sustainability-oriented banking, is the second largest bank in the Netherlands, but second-to-none when it comes to providing a world-class customer experience. Already well known for their local presence, Rabobank’s goal was to deliver the same, banker-level, personalization across their digital channels as well. However, with legacy technologies and a segment and campaign go-to-market approach, they lacked the flexibility and agility required to deliver on their one-to-one promise.

The Solution

Using Pega’s Customer Decision Hub, Rabobank unified the customer experience across the app, web, online banking, and call center – leveraging AI and machine learning to detect and understand customer needs, then deliver a relevant next-best action accordingly. With their one-to-one approach in place, Rabobank is able to use real-time personalization to have to have a continuous dialogue with their customers, regardless of the channel – maximizing customer lifetime value and decreasing service costs.

The Results

  • 4X Increase in click-through rate
  • 400% Increase in sales opportunities
  • Reduced service cost by 1.5%, per customer

Related Resources

Read this to understand the principles of one-to-one personalization

How to begin your digital transformation journey

Pega for Financial Services: Consumer Banking.

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Tags

Challenge: Business Agility Challenge: Customer Engagement Industry: Financial Services