of customers digitally active
logins in one year
of all sales via digital channels
The bank selected Celebrus’ Customer Data Platform (CDP) as the single source of truth to address all of their challenges, while providing a ‘collect once, use many times’ data capability across the bank’s entire customer facing digital estate.
Celebrus CDP collects real-time data across all public and authenticated websites, AMP pages, and native mobile applications. This enables real-time delivery of data to the bank’s enterprise data lake, serving all downstream applications across all business units within the bank.
The solution provided instant and low-cost deployment with a single line of code - no tagging required. The data collected is instantly contextualized and written into a business-friendly data model in the bank’s existing data, providing instant and low-cost access.
Celebrus CDP Key Differentiators
- Privacy and compliance
- Demonstrable compliance to all the major privacy regulations e.g. CCPA, CPRA, ISO 27001 Security accreditation
- Significant time savings because no tagging is required
- Reduced costs due to fast implementation time
- Minimal impact on costs and maintenance to upscale to higher volumes
- Collect everything once, use many times
- Instantly available data allows rapid response by the bank
- First-party data collection
- Full control of data
- Ability to persist individual customers’ identity across every channel
Celebrus is the electricity of digital data. We can plug into it anywhere in our business.
The bank has identified a number of key results with Celebrus CDP that are transforming the customer experience and growing the bank’s revenue:
Goal: Increase sales conversions
How is this done?Celebrus enables intelligent retargeting of customers who display an unfulfilled need during a web or mobile app visit. For example, a customer who looks at home loans, interacts with product calculators, or even starts a new loan application, and then abandons the journey, can be identified and contacted with a personalized message.
Goal: Increase marketing ROI
How was this done?Celebrus CDP provides insights that transform and improve the bank’s Marketing Mix Models. The bank not only understands how much traffic is driven by each referral, but also the quality and value of that traffic and the outcomes delivered.
Goal: Real-time decisioning
How is this done?With the comprehensive data Celebrus CDP provides, the bank is now able to understand the customer experience and detect customer needs in real-time.
COVID 19 support - The bank had to quickly offer new government backed loans and other services to customers impacted by COVID 19. The speed of implementation meant that online services were launched with no time to even think about what data to collect, let alone tag for this. Since the Celebrus CDP single line of code had collected everything from day 1, this data was readily available to the bank’s CX analysts. The bank was quickly able to spot issues with the new digital experiences and rectify them before lots of customers were impacted. For the few customers affected before the fix went in, Celebrus CDP provided a record of who they were and the problem they had experienced, so the bank was able to contact them and make things right.
Celebrus CDP automatically collects web chat with its single line of code. The bank is able to see the customer experience, identify any issues, and quickly optimize it.
Web reporting and analytics
Although this was not a priority use of Celebrus CDP on day one, the quality of data provided is far higher than from legacy tools. Celebrus CDP is now being used to replace and improve the bank’s existing web reporting and analytics capabilities.