Project Main Details
Voice 2: Danielle is a marketing manager for John and Julie’s bank and uses Teradata’s Customer Journey Solutions to manage customer interactions.
Voice 1: One night, Julie decides to login to her Bank Account to explore current mortgage rates and is surprised to see a few low-cost offers. Julie is energized and thinks “I’ll come back to this later.”
Voice 2: All the while the bank was able to capture Julie’s interaction data from its website in real time using Teradata’s Customer Journey Solution. That information was combined with her existing profile data in their system, enabling the bank to get a clear picture of Julie.
Further, using a combination of simple business rules, self-learning and arbitration, the solution calculated how likely Julie was to respond to different offers, helping bank to present relevant offers immediately.
Voice 1: The next morning during Julie’s daily walk, she receives an email from her bank letting her know she has a pre-approved mortgage offer available to her, given her good credit history.
Voice 2: Julie’s mortgage email was no accident. Danielle had used Path Analysis in Aster to understand that customers who qualify for a pre-approved mortgage offer typically require multiple prompts before they are ready to meet a mortgage advisor, who then can close the deal. Danielle then built a multi-step, multi-channel communication plan using Customer Journey Solution to present Julie with the most relevant offer, at the right time , through the right channel.
Voice 1: After reading the email, Julie clicks on the “Apply Now” button, and starts to fill out the form. She quickly realizes it is going to take more time than her walk will allow. She puts her phone away and plans to come back to it later.
Voice 2: As Julie abandons the application process midstream, the solution captures that response data.
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