Case Study: Volksbank Mittelhessen achieves faster social responses and higher engagement with Talkwalker

How A Major German Bank Overhauled Their Social Customer Experience

Volksbank Mittelhessen, one of Germany’s largest cooperative banks with 1,400 employees and over 330,000 customers, needed to modernize its social customer experience. The bank sought a professional, GDPR-compliant social media solution to continuously monitor web and social mentions, centralize incoming messages across Facebook, Twitter, Instagram and YouTube, enable publishing and planning, enforce a four‑eye approval workflow, and improve response times.

The bank implemented 247GRAD CONNECT (Publisher, Content Planner, Helpdesk, Monitoring & Analytics) integrated with Talkwalker for real‑time social listening, set up keywords and API linkage, configured user rights and trained teams. Within weeks the centralized platform delivered faster responses, higher fan/follower engagement and better internal collaboration, improving key social KPIs; next steps include involving customer service and using the tools to identify influencers.

Volksbank Mittelhessen