Financial Institution

The Problem

A US-based financial institution sought to streamline the tedious and time-consuming tasks of sending surveys to their members. They had faced challenges manually handling these surveys and struggled to track the scheduled email dispatch times while wanting to increase their customer response rates. Their existing business process involved sending two types of surveys to their members: an annual Net Promoter Score (NPS) survey and an event-triggered Customer Satisfaction (CSAT) survey. The financial institution aimed to streamline this operational workflow, and Imperium Dynamics had played a pivotal role in ensuring its seamless execution.

The Outcome

We utilized Dynamics Marketing to automate the financial institution’s survey-sending process. This involved categorizing customers based on their enrollment date and implementing real-time marketing techniques to formulate event-triggered journeys, which were used for email distribution. We also developed tailored email templates that incorporated Customer Voice survey links. Furthermore, we also set up email reminders to boost response rates.

The process is as follows: Upon a member’s enrollment in the institution, their joining date is logged in Dynamics Marketing. Then, following a seven-month interval, the system initiates a tailored customer journey based on the member's joining segment, sending them an NPS survey. In case of no response, a reminder email is sent. This process repeats annually based on the member's joining date.

Additionally, there is an internal loop closure process in place. When a customer submits a survey, a notification is sent to the branch manager for a follow-up. If needed, the branch manager can assign someone to edit the survey for accuracy. If the feedback is not collected within five workdays, the regional manager is notified. This protocol ensures efficient communication and customer service.