1. Real time marketing platform
Based on banking behavior, web analytics and geolocation data
mBank

2. In contextual marketing ads displays are adjusting on the go to a customer`s browsing tracks in the internet
Initial set of ads covering various products
Client’s Web Track
Adjusted set of ads – focus on loans after detected event
Login 1 2
Event detected = interest in loans
Car insurance
Cash loan
200 ths events monthly 3
Travel insurance
Cash loan 4
Logout 5
Deposits
Cash loan

3. EXTERNAL CONTACT CENTRES
We can also execute even more precise real time x-sell campaigns enabled by CRM for external contact centres
mBANK
EXTERNAL CONTACT CENTRES
CRM
Detected Event:
Paymet Rejected
CONTACT WITH CUSTOMERS WITHIN A FEW SECONDS AFTER EVENTS
UP TO 240K EVENTS CAN BE PROCESSED IN CRM EVERY MINUTE
RTM CAMPAIGNS ARE 2-3 TIMES BETTER THAN OFFLINE CAMPAIGNS

4. Scenario I: Client plans holidays (1/2)
mBank responds to client’s transfers within a few seconds and is able to replace the entire content of offer tiles in IB adequately to client’s current needs.
Based on data provided in transfer form, mBank offers client relevant product.

5. Scenario I: Client plans holidays (2/2)
mBank responds to client’s transfers within a few seconds and is able to replace the entire content of offer tiles in IB adequately to client’s current needs.
Transfer confirmation containing travel insurance offer
Pop-up message containing travel insurance offer

6. Scenario II: Client clicks the offer without applying for the product (1/2)
mBank tracks clients activities in Internet Banking and analyzes their behavior sequences in order to identify their needs. Within a few seconds after detecting important event mBank calls the client to support the purchase process and issue relevant displays of this particular offer in Internet Banking.
In Internet Banking there is a section containing our entire offer where clients can apply for our products.
If the client clicks an offer and does not apply for the product, Call Center will contact him and explain benefits of the offer.

7. Immediate change of marketing content on the main IB panel.
Scenario II: Client clicks the offer without applying for the product (2/2)
mBank tracks clients activities in Internet Banking and analyzes their behavior sequences in order to identify their needs. Within a few seconds after detecting important event mBank calls the client to support the purchase process and issue relevant displays of this particular offer in Internet Banking.
After client clicks the offer and does not apply for it, the marketing content in all offer tiles is changed.
After client clicks the offer and does not apply for it, the marketing content in all offer tiles is changed.
Immediate change of marketing content on the main IB panel.
Immediate change of marketing content presented on all offer tiles in IB

8. Similar RTM actions are implemented in other scenarios
Account balance excesses spendings
Closing term deposit before its maturity date
Transfer the loan in other financial institution
Card blocking
Approaching overdraft or credit card maximum limits
Money withdrawal to another bank – we can act before the money transfer is authorized
Opening account or loan in another financial institution by sending 1 PLN for account authorization
Rejected card transaction, withdrawal from ATM or direct debit
And many others……