Case Study: Rabobank achieves a 4X increase in click-through rates with Pegasystems

Rabobank increases sales opportunities by 400%

Rabobank, one of the Netherlands’ largest banks, needed to preserve its personal customer relationships as interactions moved from branches to digital channels. With legacy technology and a segment-and-campaign approach, Rabobank lacked the agility to deliver true one-to-one engagement across app, web, online banking, and its call center, so it turned to Pegasystems and Pega Customer Decision Hub on Pega Cloud.

Pegasystems helped Rabobank unify customer experiences and use AI and machine learning to identify needs in real time and recommend the next-best action. The result was a 4X increase in click-through rate, 208% higher marketing conversion, a 4.7% rise in customer lifetime value, and a 2.4% reduction in cost to serve, while enabling 1.5 billion personalized interactions a year and zero downtime on Pega Cloud.

Rabobank

Coen Wiers

Senior Project Manager, Customer Relevance