The Challenge
A Midwestern regional bank was struggling with manual customer segmentation and outreach. Bank employees had to pull reports from multiple systems, identify which customers belonged to which group, and move them to the correct group. This process was time-consuming and did not facilitate customer engagement.
- Dormant accounts were exposed to fraud, high account takeover risk, and resulted in unnecessary costs.
- Users who turned 18 years old weren’t immediately moved from the minor group to the retail group.
- Staff spent too much time updating customer groups manually.
- Delays meant customers didn’t always get the right banking experience.
The Solution
Automatic Group Mover and Targeted Notifications
Customers are automatically segmented into groups based on real-time attributes and behaviors.
- New user has made deposit and has open account for 30 days? → Move out of restricted new user group to standard retail group.
- No open accounts for 2 months? → Disable & moved to purge group.
- Inactive for 22 weeks? → Receive email prompt to login.
- Inactive for 24 weeks? → Disable & move to purge group.
- Minor turning 18? → Receive happy birthday email and move out of minor group.
The Results
- Higher Efficiency → Manual work reduced as routine tasks run automatically.
- Improved Security → Inactive and non-compliant accounts are disabled on time.
- Better Customer Experience → Customers get the right services without delays.
- Regulatory Compliance → Group assignments and data stay accurate.
Why It Matters
By automating segmentation and outreach, the bank not only improved operational efficiency but also delivered a more personalized digital experience. This helped strengthen customer relationships and drive growth while decreasing staff workload.