Case Study: Banking on the Inbox

Vertical:
Banking

Location:
Southeast Asia

Category:
Deliverability
Bounce Management
Segmentation
Real-Time Reports

Critical Banking Messages Need Immediate Inbox Delivery

Background

A large bank with over 14 million customers sends out transactional emails for banking. They use email for online banking, home loan statements, credit card statements and ATM transactions. All of those messages are important and expected to be received by their customers, on time and in the inbox.

Situation

Unfortunately, none of their emails were making it to the Inbox.  Customer satisfaction was suffering, and complaints were growing.

To make it worse, their in-house system did not provide any visibility into performance. Plus, they did not have the ability to handle bounces properly without significant effort and manual methods.

Solution

Like many clients who use in-house systems, they needed some convincing that a 3rd party is a better option. Once they got over that hurdle, we went to work.

First thing we fixed – spam. We addressed their reputation issues, through best practices, data management and our proprietary deliverability methods. We did this by using our warm-up method. This method uses segmentation based on priority to ensure that the emails that were most important were delivered the fastest.

Using Pepipost, bounces are handled automatically. First, we cleansed the data, and then put Pepipost to work moving forward. Then we provided real-time reports through Pepipost, giving visibility the bank into their email data

Results

• • Now they can focus on their priority list, while we take care of their delivery.
  • Within 2 to 3 months, emails were in the inbox. The bank's customer service issues on missing emails vanished. In fact, their customer service complaints went to 0% and continue to stay there.
  • Bounces are handled properly now
  • For the first time, the bank can see its performance and begin to optimize campaigns!

Find out how we deliver fast transactional emails for our clients!