Case Study: Bank X reduces churn and boosts engagement with Clootrack

Bank X reduces churn and boosts engagement within a quarter with Clootrack

Bank X, a major banking institution in India, faced significant challenges in synthesizing over 60,000 monthly customer feedback responses from various channels. They struggled to synchronize key departments and their NPS scores lacked actionable insights, forcing them to rely on gut feelings rather than data-driven decisions. To overcome these obstacles, they turned to Clootrack's AI-powered customer experience analysis engine.

Clootrack gathered and analyzed feedback from diverse sources to uncover critical internal issues and top customer priorities. The insights revealed that 'Mobile Banking' and 'UPI Payment to Fund' were major drivers of churn, with 9% of savings customers unable to load money. By acting on these Clootrack insights, Bank X prioritized enhancements to these services, which resulted in increased customer engagement and a reduction in user churn within a single quarter.