The platform uses AI to precisely analyse customers’ behaviour and expectations hence making it possible to undertake an individual approach in communication with them. The system will ensure that every customer will receive the information they really need at the right moment by setting up the so-called “customer journeys” they enter. Depending on the bank’s services and products they use, personalized messages will be sent that will guide and remind them of the next important steps in the interaction with the bank.
The platform provides a 360-degree view of our clients by giving us valuable knowledge about the products and services they use, their digital habits, and preferences. Therefore, we can predict and recognize their particular needs and develop the best solutions by using the right channels to reach them. For instance, if a client applies for a mortgage loan, he or she will “enter” a “customer journey” which will provide the neccessary information about every stage of the deal and “guide” him or her through the entire process so that the client knows what the required steps are before and after the loan utilization. We believe this way our clients will receive not only the best possible customer service but also important information which will help them manage their finances and plan their personal time more efficiently
The system analyses clients’ personal preferences and automatically selects the preffered communication channel in order to provide them with the useful and valuable information they need. This guarantees that every important message will reach them in time and will enable them to use as much as possible the bank’s products and services to their benefit.
The project has been completed for in a very short period of time and over 20 consumer lending- and credit card-related “customer journeys” are now “running” within the platform. All Postbank products and services are scheduled to be incorporated into the system by the end of 2020. The successful implementation of the project is carried out by Next Consult, a leading IT consultancy and a regional Salesforce’s partner.
The introduction of the platform is a really innovative solution which is proving that Postbank is implementing not only a digital transformation but also a transformation of its consumer-oriented business model
Postbank, legally named Eurobank Bulgaria AD, is the fourth biggest bank in Bulgaria in terms of assets, having a broad branch network across the country, and a considerable client base of individuals, companies and institutions. Postbank has nearly a 30-year presence as one of the leaders in Bulgaria’s banking sector. The bank is a decisive factor in innovation, in shaping the country’s banking trends in recent years and award-winning for its innovation. Postbank occupies a strategic position in retail and wholesale banking in Bulgaria. The bank has built one of the most developed branch networks and modern alternative banking channels.
About Next Consult:
Next Consult is an international business and digital transformation consultancy. Blending strong management consulting expertise with deep IT knowledge, Next Consult delivers success to its clients through its offices in the USA, UK, Switzerland, Romania, and Bulgaria. Next Consult is a partner of the world’s most innovative companies such as Salesforce, SAP, Japanese, Lean-based 20 Keys ®, Skillsoft, etc.