Case Study: PostFinance achieves automated, personalized, event-based cross-selling at scale with SAS Marketing Automation

PostFinance - Customer Case Study

Swiss PostFinance AG, a leading Swiss bank with 2.9 million customers and CHF 115 billion in assets, needed to reach digitally active customers who rarely visit branches without annoying them or risking noncompliance. The challenge was to analyze online and offline interactions, rapidly match life and account events to customer needs, and make those insights available to 11,000 employees — all while processing millions of data points and selecting the right channel and time for each offer.

PostFinance deployed SAS Marketing Automation to run daily analytics and deliver personalized, event‑driven outreach, producing 2.9 million customized cross‑sell proposals and 1.6 million customer‑care recommendations for in‑ and outbound use. This enabled faster, more relevant offers through customers’ preferred channels, improving customer experience, operational efficiency and competitive positioning in a crowded market.

PostFinance

Fabian Kollros

Head of Marketing Services