100% drop in Missing Complaints for a Major Bank

A major bank with over 14 million customers sends out transactional emails for banking. They use email for online banking, home loan statements, credit card statements and ATM transactions. All of those messages are important and expected to be received by their customers, on time and in the inbox.

Unfortunately, none of their emails were making it to the Inbox. Customer satisfaction was suffering, and complaints were growing.

To make it worse, their in-house system did not provide any visibility into performance. Plus, they did not have the ability to handle bounces properly without significant effort and manual methods.

Like many clients who use in-house systems, they needed some convincing that a 3rd party is a better option. Once they got over that hurdle, we went to work.

• First thing we fixed – email spam issue
• Addressed their reputation issues, through best practices, data management and our proprietary deliverability methods
• Used our warm-up method. This method uses segmentation based on priority to ensure that the emails that were most important were delivered the fastest.
• Bounces were reduced due to the list pruning services provided by Pepipost, where we removed invalid email ids
• We cleansed the data, and then put our SMTP servers to work moving forward. Then the bank was offered real-time reports through Pepipost, providing data visibility to the bank.

Now they can focus on their priority list, while we take care of their delivery.

• Within 2 to 3 months, emails were in the inbox. The bank's customer service issues on missing emails vanished. In fact, their customer service complaints went to 0% and have stayed there.
• Significant decrease in the percentage of bounces and good data collection practices restored
• For the longest time in a while, the bank is witnessing growth in performance and has begun to optimize their campaigns.