ABN AMRO is a relationship-driven, knowledgeable and digitally savvy bank. Active largely in Northwest Europe, they offer select expertise globally. Serving over 7.8 million customers across the world, its long-term strategy stands firm: client oriented; investing in the future; maintaining a moderate risk profile; and pursuing sustainable growth.
To ABN AMRO, personalized marketing and services is a logical outcome of their objectives in enhancing customer experiences, strengthening customer relationships and improving efficiency.
ABN AMRO’s vision to be client oriented and to pursue sustainable growth drove the need for profound digital transformation – not only on an IT infrastructure level, but on an organizational level too. This meant they chose to start their digital transformation mission with people – digital experts.
We needed a solution like Relay42 to make the experience of the traditional personal relationship manager omnichannel - extending it across the digital world.
“Our confidence in Relay42 is great. They delivered on the promise of a swift on-boarding. We are driven to connect all our channels, to improve and personalize the customer experience.”
Frank Verkerk, Chief Digital Officer at ABN AMRO and his team needed to extend ABN AMRO’s smart digital outreach to customers beyond a one-dimensional, siloed approach, and without delay.
To strengthen customer relationships in the digital universe which would mirror and extend the offline world, ABN AMRO connected data from all sources using the Relay42 DMP; to orchestrate one-to-one customer interactions on every touch-point.
Since these interactions took place in real-time, the bank used the DMP to create a frictionless customer experience, and an optimal path to conversion for the right product – in the best context.
“I'm not a strong believer of one-size-fits-all platforms. With a focus on best-of-breed solutions, we decided that Relay42 was the most compelling solution for us.”
Working alongside ABN AMRO’s dedicated team, Relay42 set up the DMP for their required real-time orchestration within 3 months.
Up and running to deliver fast results and customer journeys, this retail bank is now focused on activating more touch points across their growing external marketing landscape. From Search to Display, to Social Media and Customer Service Centre, ABN AMRO is dedicated to enhancing customer experience. And by automating their interactions based on each customer’s interest and intent, they can also reduce advertising waste.
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