Postbank
Postbank’s groundbreaking strategy, "The Power of One: Unifying Customer Experience Across Channels", has earned recognition from the prestigious global organization Qorus, a leader in fostering innovation in the financial sector. The strategy is prominently featured in the upcoming 15th Edition of the Qorus - Infosys Finacle Innovation in Retail Banking Report, which highlights the latest trends and top innovation and transformation projects worldwide.
Postbank’s approach centers on enhancing customer engagement, adopting an omnichannel strategy, and excelling in relationship management. Built on the Salesforce platform, widely regarded as the leading solution for Customer Relationship Management (CRM), this strategy embodies modernity and efficiency.
By leveraging a 360-degree customer view and multi-channel interactions, Postbank's adaptive cloud platform empowers employees to thrive in a dynamic environment. This enables them to respond adeptly to evolving regulations, market demands, and customer expectations. Gamified elements within the platform further boost employee motivation, driving growth, customer loyalty, and improved sales efficiency.
“With the help of artificial intelligence, the platform analyzes customer behavior and expectations with remarkable precision, enabling us to deliver a personalized approach in every interaction. This high-tech solution optimizes customer relationships, elevating service standards and achieving maximum customer satisfaction,” Postbank commented.
Outstanding Results Across Key Areas
Postbank’s strategic focus on sustainable business growth has delivered impressive outcomes in three major areas:
- Significant Business Impact: Achieved a 30-35% (EUR 400 million) increase in annual new consumer credit business through top-tier CRM strategies.
- Enhanced Customer Engagement: Reached over 4 million customer interactions annually, executing 360 personalized campaigns every day.
- Streamlined Operations and Efficiency: Automated and streamlined over 600 processes, significantly improving operational efficiency.
“Postbank’s project stands out among numerous submissions, demonstrating exceptional creativity and innovation. We are delighted to feature it in our report alongside projects from over 130 leading financial institutions worldwide. This includes prominent organizations such as BNP Paribas (France), Bradesco (Brazil), HSBC (Hong Kong), mBank (Poland), Standard Chartered (Singapore), Novobanco (Portugal), and many others, each offering unique approaches to today’s evolving banking challenges. It is an honor to recognize Postbank’s visionary project in such distinguished company. The development team’s dedication to customer-centric solutions and adaptive, data-driven platforms truly sets Postbank apart in this competitive field,” Qorus stated.
Postbank, a leader in digital banking innovation, consistently pioneers cutting-edge technologies to enhance customer experiences. Its commitment to excellence extends beyond customers, focusing on attracting and developing new talent through innovative recruitment methods.
This year, Postbank launched its annual internship program with modernized AI tools on its career site, simplifying the job application process. Tools like AI Story Builder, AI CV Assistant, and AI Interview Trainer are part of an integrated system of HR technologies. These solutions, emphasizing gamification and personalization, highlight Postbank’s commitment to being a top employer and fostering a supportive, forward-thinking work environment.
More information about Postbank’s corporate policy, goals, vision, and values, as well as its extensive CSR initiatives and career opportunities, can be found at www.postbank.bg.
About Qorus
A global non-profit organization, established in 1971 by banks and insurance companies, Qorus facilitates networking between decision-makers. It provides quality insights to help banks and insurance companies make the right decisions to foster innovation and drive their transformation.
With 120 financial groups across 133 countries as members, Qorus is one of the leading international organizations addressing key challenges in the financial industry, including revenue growth, operational efficiency, customer experience redefinition, and fostering innovation.
Learn more at qorusglobal.com