Case Study: Beyond Bank Australia saves 30+ hours per month and boosts community engagement 50% with Khoros Care

How Khoros Helps One of Australia’s Largest Banks Drive Exceptional Customer Experiences

Beyond Bank Australia, one of Australia’s largest customer‑owned banks, needed to improve digital social care and monitor agents’ communications across social channels. They partnered with Khoros and onboarded Khoros Care to replace manual tracking, provide audit trails and individual staff logins, and centralize social notifications so the team could better protect the brand and manage agent performance.

Khoros implemented Khoros Care’s listening, sentiment tagging, publishing and workflow features and trained the team in a one‑day session, enabling automated capture of mentions, assignment of posts, and prioritized alerts. As a result of Khoros’ solution, Beyond Bank Australia saved 30+ hours of manual labor per month (about eight hours per week), saw a 50% increase in community engagement, and achieved 90% of responses within 15 minutes, freeing the team to focus on customer experience.

Beyond Bank Australia

Aimee Iannone

Social Media Specialist