How DNB successfully activated more customers than ever

Success Story

DNB is one of the leading Scandinavian brands for banking, finance and insurance. DNB cards offer payment and credit cards on their own and in cooperation with other leading retail brands. Established in Norway in 1822, DNB has developed a presence over 18 different locations with a wealth of customers worldwide.

Challenge

Increase card activations from new customers while targeting passive current customers

You have just attracted new customers to your debit or credit card and your welcome process has been activated to ensure a smooth activation process for the customer. New cards have been sent out, and then, nothing happens. Inactive customers not only mean reduced revenues for business, but also increase the risk of consumers moving to other brands in the long term. On top of that it has become increasingly difficult to reach out to consumers in their busy lives and it’s key to make it dead simple for customers to do what is asked of them. DNB wanted to focus on expediting the activation process, an area which they had identified as key to keeping customers committed to the DNB brand. To achieve this, delivering a smooth and truly personalised approach for customers was critical.

"With Wiraya we get more customers up and running with their new DNB card, by communicating the right message, on time, automatically. We offer our customers better service and, with that, greater customer satisfaction. Wiraya is supporting us in several part of our customer journey and we are delighted by the good conversationrates, an increase of 98% compared to previous methods. At last, we found a good process to get more active customers! "

Madeleine Haglund Head of Team Marketing & CRM DNB Card, Sweden

Result

Wiraya’s solution reached 90% of the target group and 63% of the new customers chose to respond to the call and 42% chose to act directly on the phone. The result? There was an 98% increase in activations compared to the control group that only received traditional postal communication.

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