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The challenge: Our client invested £7m in a decision tool to speed up the sales cycle. The technology would allow consistent, relevant customer communications through all channels. But first, they needed help in embracing data-driven decision making.As a major national bank, our client also needed to engage and leverage the value of its customer base more consistently and effectively across all media.  Aquila Insight delivered on both counts.

Our approach: We worked with cross-functional teams to create the business operating model required to run the decision tool. It transformed their processes; moving from big batch campaigns to highly tailored one-to-one interactions.

We developed and implemented a customer Next Best Action methodology, to provide customers with the right communication at every contact point.

We worked with the business to support operational delivery of the solution.

The results: The customer Best Next Action has been implemented across core online and offline channels, fed by analytical insight. After switching to the new way of working, the bank saw product sales double, based on delivery of the solution into call centres and branches.

2.1 x increase in product sales, based on delivery of the solution into call centres and branches, within 3 months


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