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Xtremepush > Case Studies > Exemplary Multi-Channel Engagement and Location Capabilities with Strong Focus on Digital
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Exemplary Multi-Channel Engagement and Location Capabilities with Strong Focus on Digital

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Business Operation
  • Sales & Marketing
Use Cases
  • Real-Time Location System (RTLS)
Services
  • Data Science Services
  • System Integration
The Challenge
TBC Bank, the largest banking group in Georgia, was looking for a multi-channel marketing platform to streamline digital communications, increase user engagement, improve branch customer services, increase digital banking, maximize outreach of sponsorship activity, and offer current promotions to users when shopping with their partner merchants. The bank had a long-term focus on alternative channels, with 88% of all retail transactions being remote in 2017. However, they wanted to further differentiate themselves through their user-friendly interface and the quality of their internet and mobile banking products. Digital had become a key channel for selling, cross-selling & upselling new products.
About The Customer
TBC Bank is the largest banking group in Georgia. The bank has a clear ambition to be the best digital financial services company in the region. The digital capability of TBC Bank is a key area for growth with a focus on a multi-channel distribution platform, which consists of TBC bank branches, payment terminals, ATMs, call centres, internet and mobile banking. As a result of a long-term focus on alternative channels, 88% of all retail transactions were remote in 2017, while the remaining 12% were conducted in branches. TBC Bank continues to differentiate themselves through their user-friendly interface and the quality of their internet and mobile banking products. Digital has become a key channel for selling, cross-selling & upselling new products.
The Solution
TBC Bank chose Xtremepush to incorporate their multi-channel engagement channels and utilise their unlimited location marketing capabilities into their campaigns. With unlimited location capabilities, the Xtremepush platform enables TBC Bank to geofence target areas - stores, branches, stadiums - and deliver location-triggered personalised messaging to their app users. This allows TBC Bank to send the right message, at the right time in the right location, drive app engagement with contextual location based app notifications, and instantly engage consumers in key locations, resulting in increased footfall and a personalised brand experience. TBC Bank also introduced service rating surveys in selected branches to improve customer experience. The interactive notification is triggered on exit of the branch, where the customer is then asked to complete a service rating survey.
Operational Impact
  • TBC Bank can now promote new products directly to their digital customers. They can inform their users of new products, educate them on the benefits of new products and let them know where they can get the new product - online, offline or in-branch.
  • TBC Bank can target different campaigns to specific segments. Segments are built based on individual user profiles which allows TBC Bank to engage with a specific group of users who would be the right fit for this new product.
  • TBC Bank are actively encouraging their users to register for digital banking and to become active users of their digital banking services. Through Xtremepush engagement channels, TBC Bank are incentivising their users to increase their digital banking activity by giving away a free 1GB of data to their customers on the completion of a digital transaction.
Quantitative Benefit
  • 88% of all retail transactions were remote in 2017
  • 12% of transactions were conducted in branches

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