Case Study: First National Bank achieves personalized multi-channel credit card renewals with MindFire

First National Bank - Customer Case Study

First National Bank (FNB) worked with MindFire through its agency Innoviate to modernize a traditionally mass-produced credit card renewal process. FNB’s challenge was to create a secure, personalized, and convenient renewal experience that would better fit customer preferences while also reducing contact center calls and driving awareness of additional services.

MindFire’s Studio marketing automation platform powered a multi-channel campaign using direct mail, email, SMS, personalized URLs, and a microsite, with content segmented by card level and optimized through ongoing testing. The program far exceeded the 15–20% renewal goal, with final-month renewal rates reaching as high as 44% for same-level renewals and 41% for swap renewals, while also generating strong opt-ins for extra services such as credit limit increases, Petro Cards, eBucks, and marketing consent.

First National Bank

Mark Angus

Chief Executive Officer