Infobip > Case Studies > NLB Banka: Boosting Sales Leads by 30% Through New Communication Channel

NLB Banka: Boosting Sales Leads by 30% Through New Communication Channel

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Time Sensitive Networking
Visual Quality Detection

Services

System Integration
Testing & Certification

About The Customer

NLB Banka AD Podgorica is part of the NLB Group, and operates across South-East Europe with a strong market presence in Montenegro. NLB’s customer base in Montenegro includes individuals, corporate clients, and public institutions. NLB’s customers are busy professionals who frequently use instant messaging platforms. NLB Bank has been working with Infobip since 2012. The bank’s strategic goal was to increase digital communication activities in line with global banking trends and therefore serve and speak to customers on their preferred channels.

The Challenge

NLB Banka, a leading financial institution in Montenegro, was facing a challenge of low customer reach and ineffective use of contact center resources. Despite being a tech-savvy bank with a mobile-first audience, NLB Banka was struggling to engage its customers effectively. The bank had been using SMS to communicate with customers since 2012, through Infobip’s secure communications platform. However, considering the popularity of instant messaging platforms in Montenegro, especially Viber, NLB Banka realized the need to expand to new communication channels while maintaining information security. A secondary goal was to increase the effectiveness of the sales resources in their contact center.

The Solution

NLB Banka partnered with Infobip to leverage the next generation of messaging via Viber, the most popular rich messaging platform in the region. Having used Infobip’s database integration since 2012, NLB Banka had the foundations to empower chat apps for transactional and event-triggered messaging. Infobip’s rich feature set allowed NLB to send transactional messages to customers, such as account balances and alerts via Viber. They could also send two-way messages which helped them engage with customers directly. To ensure message delivery, Infobip also offered a failover system, which meant that messages not delivered on Viber were automatically sent via SMS.

Operational Impact

The implementation of Infobip’s solution for Viber messaging led to increased customer interactions and a 30% growth in sales leads for NLB Banka. The two-way messaging feature was used to promote their “Arrange a Meeting” offer, resulting in a 30% increase of meeting requests compared to previous campaigns. The bank also ran a campaign promoting special offers for customers who paid with an NLB card, increasing transaction volume by 5-15%. The new communication channel had a positive effect on NLB Banka’s contact center, with the number of customer-initiated conversations doubling, even tripling on some occasions. The quality of the solution was confirmed when they only received two complaints out of four million sent messages, and those complaints were caused by external factors. NLB was extremely satisfied with the cooperation and support provided by Infobip, specifically their response time which was 50% better than their previous solutions provider.

Quantitative Benefit