Touch Bank implemented means of IT personalisation of banking services

On September 29, 2016 the IBM company announced personalisation of banking services and customer service by Touch Bank online bank. In the project the solution on the IBM Commerce platform is used. The project was executed by GlowByte Consulting company.

Project Results

Using IBM Commerce, Touch Bank renders the personalized banking services in real time, providing effective customer interaction.

Interaction of the client with bank, during operation allows to use integrated solution effectively:

• with mobile application,
• personal online office
• at visit of the website by the potential client.

Action of Touch Bank, (2015)

A system collects, processes, analyzes actions of users, predicting true and potential needs for certain services, products or client support.

Using this information, Touch Bank estimates - what information is looked for by the client or what difficulties faced. For example, the user can receive a call from the center of support if it faced difficulties when filling the questionnaire, or to receive a SMS reminder on previously approved credit limit if it has not enough means on the debit card for purchase payment.

Every day of customer expectation concerning service rate and personalisation of banking services become higher therefore digital is the only right and possible direction for modern banks. Touch Bank tries "adjust" as much as possible financial products and services to each certain client, and in accounting everything undertakes – from a way of life and consumer habits before the previous experience of use of banking products and services. The analytical system created based on IBM Commerce allows to define at what stage of lifecycle the client is at the moment, his experience of use of our products, to predict financial requirements and to offer the most effective scenario of interaction with each certain client of Touch Bank. Ekaterina Kononova, commercial director of Touch Bank

The analytical Touch Bank platform is based on the solutions IBM Commerce, in particular on IBM Campaign and IBM Interact.

In a century of Big Data when each client wants to receive individual approach from bank, it is important to have an opportunity to meet on it the requirement, offering at the right time that banking product which suits this client. It is pleasant to see how quickly Touch Bank became one of leaders in the field of providing the personalized banking services to the clients. Alexander Friedman, the representative on sales in the banking sector, IBM of Russia and CIS

We created the solution from scratch and were not limited to legacy applications that allowed to implement the most modern complex of means of digital marketing. In terms of functionality the project can serve as a reference point for the organizations creating management systems for marketing campaigns and client data. The created system provides to bank powerful functionality for the strategy implementation based on the personalized approach to the client has a large supply of performance and flexibility. Evgeny Lisitsin, director of consulting of GlowByte Consulting company