Pitney Bowes announced that Skandia, one of the largest independent, customer-owned banking and insurance groups in the Nordic region, has selected the Pitney Bowes Portrait solutions to help power the company’s multichannel campaign strategy. The Portrait solutions will help Skandia integrate, automate, analyze, and personalize the company’s multichannel engagement with its customers.
Skandia selected Pitney Bowes Portrait solutions for its ability to integrate campaign management, inbound response, and visual analytics capabilities in a single solution.
David Newberry, Chief Marketing Officer for Pitney Bowes Software, told Loyalty 360 that Skandia wants to make it as easy as possible for consumers to engage with them, and ensure that any engagement is as relevant as possible.
“They have a more proactive customer service department where they make recommendations besides just responding to calls,” Newberry said. “It’s really about connecting both the inbound and outbound, and taking into account insights available from customers.”
Skandia’s customer service department includes 30-40 advisers who proactively make recommendations, Newberry said.
“They focus on high-end customers and provide real-time based recommendations,” he said. “They key proposition is Skandia has a very small number of branches and serves 2.2 million customers. The whole premise is they are an online web-based bank. It allows people to do what they need to do without going to a bank. They make it easy for customers to engage. The U.S. tends to be more branch-oriented.”
When Skandia entered the market as a web bank 15 years ago, Newberry said, it truly was a point of differentiation.
“Now other banks have caught up to a degree,” he said,” and Skandia is trying to put some distance between themselves and other banks.”
The Pitney Bowes Portrait solutions will assist with productivity and ensure that any connection with a customer takes into account previous web interactions. Portrait has the ability to track anonymous behavior, Newberry said.
“With this software, Skandia will be able to identify a customer’s behavior based on what they’re looking at,” he said. “That’s where advisers use that information to reach out with appropriate offers. Clearly, they’re trying to offer a seamless customer experience and use all tools at their disposal by showing off the right offers, the right website experience, and on mobile and its app. They will create this differentiation from other banks.”
Some other key benefits include:
-- Improved customer cross sell and retention rates using customer analytics to target communications
-- Faster conversion of unknown prospects to known customers through online behavior tracking and personalization
-- Better customer experience through consistent and relevant offers across all channels
-- Shorter time to market with easy-to-use tools integrated into a single user interface
-- Faster time to value by linking customer communications directly with sales and service fulfillment systems