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Banca March goes one step further to improve customer experience, taking the automation of its sales management processes to the next level by using the Adobe Campaign solution

10 June 2021 Category: Digitization

Banca March goes one step further to automate its sales management processes and enhance the customer experience by using Marketing Automation solutions.

  • The bank is positioning itself as a pioneer in the sector once again by integrating a Marketing Automation digital solution, which will streamline marketing activities and improve the customer experience. It will also boost the bank's image, simplify transactions and provide support for the sales area.
  • With this project, which uses Adobe Campaign software, Banca March is taking the efficiency of its sales management to the next level, allowing more personalised interaction with current and potential customers.
  • Banca March will be able to centralise its marketing channels and launch relevant campaigns for customers, improving customer satisfaction through content tailored to their preferences.

Banca March goes one step further to automate its sales management processes and enhance the customer experience by using Marketing Automation solutions. The bank has decided to use Adobe Campaign software, to establish priorities for and streamline marketing activities, as well as boost the bank's image, simplify transactions for customers and provide support for the sales area to attract new customers, taking full advantage of the multichannel infrastructure of Banca March.

Banca March's Headquarters

Interaction with current and potential customers is much more personalised, by segmenting content sent out and improving the recipient's experience. The new Marketing Automation tool has been tailored to the needs and sales strategy of Banca March, proving the bank's commitment to implementing high-tech solutions and leading the sector in digital transformation

Banca March will also be able to centralise its marketing channels and launch relevant campaigns for the target audience. The software is based on automated processes that avoid overwhelming customers and only send them the best content for their needs and preferences. This is possible through constant tracking based on the bank's campaigns. 

With this digital solution, Banca March continues to provide its managers with cutting-edge resources, increasing their productivity and improving customer relations, by only focusing on the most relevant issues.

Banca March, responsive, multi-channel advisory services

This initiative is part of the bank's digitalisation plan, which is intended to build a business model focused on  responsive, multi-channel advisory services underpinned by the best technology and unique products. Banca March has combined Microsoft Dynamics 365 and LinkedIn Sales Navigator to support its daily sales management operations, making it the first Spanish bank to deploy these two solutions simultaneously. These solutions have allowed the bank to obtain relevant information, generate automated alerts and send tailored digital communications to potential customers. 

This year Banca March also joined Dalion – a collaborative project featuring a range of companies created to work on blockchain technology and self-managed identity – with a view to ensuring the utmost security for its customers in terms of digital identity and personal data management. Banca March joined this cutting-edge personal data management project which will enhance the efficiency of its processes and thereby improve the customer experience.

Against the backdrop of Covid-19, in 2020 efforts were stepped up in the area of digitisation and customers enjoyed access to a range of new functions, optimising customer experience. These new functions include Online Reporting, which allows customers with advisory contracts to monitor the performance of their investments and access a summary of their portfolio in order of ownership. The bank also ramped up the security of online payments and improved the product application process, speeding up procedures and adding solutions to allow customers to take out new products remotely, such as certified signature by email. The usage rate of Banca March's digital banking channels increased by 13% over the year to stand at 66% at the end of last year. This is a clear reflection of the ambitious digital transformation process being rolled out by the bank to build a business model focused on responsive, multi-channel advisory services underpinned by advanced technology and unique products.

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