Case Study: BT increases customer engagement and drives pension contribution growth with Idomoo

Engaging Standard Life’s customers with BT Personalised Video

BT needed a way to help millions of pension holders better understand and act on their workplace pension information—pensions are complex and hard to explain, and BT wanted a scalable, personalised solution. To meet this challenge BT used Idomoo’s Personalised Video technology via its BT Personalised Video offering to deliver tailored communications that speak to customers by name and show individual pension balances and projections.

Idomoo powered personalised videos that pulled customer data into dynamic audio‑visual messages, hosted in customers’ dashboards or apps and tracked with real‑time analytics. A 70,000‑customer pilot showed more than 90% found the videos useful and viewers were four times more likely to change contributions (average change ~1% vs 0.2% for non‑viewers), demonstrating measurable engagement uplift and encouraging BT to scale the roll‑out.

BT

Robert Jones

Head of Messaging