Basisbank - Basis check

An analysis of the individual customer's economy brings Basisbank closer

The challenge
Basisbank is an Internet bank, and contact between the customer and the bank usually only occurs on the customer’s initiative. Basisbank wanted to:

• Retain its customers and reduce the number of customers taking their business elsewhere
• Promote its consulting competences
• Identify short-term sales opportunities

The strategy
We created Basis Check – an annual summary of each individual’s economy, complete with recommendations based on a survey that covered a number of the customer’s economic circumstances and plans. The campaign was completed over two periods in 2005 and proved that Basisbank was capable of:

• Showing attentiveness and concern for the customer’s economic interests
• Being proactive in regard to each individual customer
• Collecting knowledge about the customer’s specific plans

Results
Basistjekket was well-received by the customers:

• 32-38% answered the survey
• 43% new leads and 30% hot leads were identified, of which Basisbank’s consultants followed up with personal contact
• They received a higher involvement level than expected – over 30% in contrast to 10%
• Currently no customers who participated in Basistjekket have taken their business elsewhere