Challenges

• Data was stored in different sources. Inter had to unify the customer data and create customer profiles.
• They wanted to reach out to customers with the right offers at the right time.
• Inter wanted to improve the customer experience by sending relevant messages through targeted campaigns.
• They wanted to increase the productivity of the team.

Impact of implementing Salesforce Data Cloud

• Connected data from 6 sources to create a single, unified, customer profile and over 1706 segments to activate.
• Able to reach the right customer with automated personalized product offers at the right time.
• Created engagement score strategy based on email, push, web, and app performance data per business line in addition to sales propensity models.
• Improved the customer experience by only sending relevant, targeted campaigns, reducing the number of overall sends.

Outcome

• The ROI on the Salesforce Data Clouds was a multiple of 20.
• They could achieve 35x conversion.
• 33 million plus records were uploaded.
• 6 data sources were consolidated to create unified customer profiles.
• An average of 1 hour 30 mins of weekly bandwidth was returned for each member of the team, which led to improved productivity and reduced workload, thus improving employee satisfaction.

What we can learn from Banco Inter experience

Learnings from Banco Inter are as follows:

• To run a completely digital bank, one needs to evolve with the evolving trends of customer expectations. We can’t evolve unless we understand what those expectations are. For that, we need to understand the customer pulse. The insights are hidden inside the vast amount of customer data the company has.
• The insights can only be unlocked with a CDP solution such as Salesforce Data Cloud. Without Data Cloud, Banco Inter will not be able to proactively work on customer expectations.
• After implementing Data Cloud along with other Salesforce ecosystem products, they were able to ingest millions of records, unify data from multiple data sources and supercharge their conversion rate.