ARMONK, N.Y. and TAMPA, Fla., May 18, 2016 /PRNewswire/
-- IBM (NYSE: IBM) today announced its collaboration with ING
Direct Australia to attract, engage and build brand loyalty with
today's younger digital savvy consumers.
ING Direct is now accelerating growth by delivering personalized
banking services to online and mobile customers precisely when they
need them most using IBM.
Australian consumers are leading the world in their use of
mobile banking, which has created greater needs for businesses to
deliver a feature rich and personalized set of services and
campaigns that can meet their needs. ING DIRECT looked to IBM to
better engage with these digital savvy consumers, including
millennials who have shifted away from brick and mortar branches to
both online and on their mobile devices.
Now, ING Direct can glean insights on how a customer is
interacting with the business, whether it's across the web, mobile
device, or call center and present them with product
recommendations, personalized offers or service information focused
on their everyday and future banking needs. With IBM, ING is now
generating personalized messages to more than one million customers
and prospects each month, which has allowed it to double its
customer acquisition rates year-over-year.
"The combination of digital disruption, tougher competition, and
increasing consumer expectations is creating an opportunity for ING
Direct to acquire new customers and better engage existing
customers," said Lisa Claes,
Executive Director of Customer Delivery, ING Direct Australia.
"With this IBM collaboration, we can better generate insights of a
consumer's interactions and preferences and immediately connect
them with the information they need when they need it most. It's
this level of service that attracts customers and nurtures their
loyalty."
With IBM, ING has also reduced the time required to create and
deliver larger personalized customer campaigns--a medium-sized
campaign that previously took approximately six days to build can
now be done in three. In addition, ING has seen significant
improvements in its call center. Today, when customers hit the
'call me' button in the ING mobile app the customer service team
tailors the conversation to the person's precise situation to
ensure they quickly meet their needs—this relevancy has allowed ING
to increase conversion rates by 120 percent.
"Today we do everything on-the-go and it's no different with
banking and financial services. But with mobility we cannot
sacrifice the personalization and guidance that helps consumers
make the right decisions," said Harriet
Green, General Manager, Watson IoT, Commerce and Education,
IBM. "Right now, ING Direct is helping tap into personalized
banking experiences to drive loyalty with a younger generation of
customers who will be essential to their future once their
loyalty is earned."
About IBM Commerce for Practitioners
IBM helps clients and practitioners -- marketers, merchandiser
and e-commerce professionals -- understand customer behavior and
use insights to help deliver highly personalized and relevant
experiences at every touch point. For more information, please
click here and follow on Twitter at #ibmamplify.
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SOURCE IBM