Interaction Studio Classic Only
This use case is for customers using Interaction Studio Classic (formerly Evergage Classic) ONLY. For customers using the Interaction Studio 'Campaigns and Templates' application, refer to the Use Case Library instead.
Like most industries today, financial institutions must be able to accommodate the needs their customers across multiple channels. Using Interaction Studio, financial services companies can gather insight about a customer’s intent on one channel and then promote relevant offers – to the same customer – on a different channel.
Completing this multichannel view of customers requires that Interaction Studio be configured to receive information from the financial institution (in the case of a customer depositing a check via an ATM) or pass information to the financial institution (in the case of a customer researching mortgages). Please click CONTACT SUPPORT for more information.
This campaign requires multiple segments.
Web User (Experience 2): In looking through CRM segments, identify customers that deposit a check via an ATM machine.
Teller: Identify customers who were looking at mortgages online.
The way to measure Experience 1 is to identify customers that have historically used an ATM to deposit checks, but who have begun to use your online solutions for their deposits. Experience 2 would be measured by the number of customers who researched mortgage rates online, then applied for a mortgage at a branch location after being presented with additional information by the teller.
Here is a checklist of what you need to do in Interaction Studio to create this play on your own site:
Create segments to identify "web users" and "tellers" as outlined above
- Create a campaign with the following experiences:
- Experience 1: Promote a message - about online check depositing - to customers who deposited a check via an ATM
- Experience 2: Notify bank tellers that the customer has been looking at mortgage rates
- Add rules to show the campaign experiences based on the defined segments