Case Study: ANZ achieves agile customer communication at scale with TouchpointMX

How TouchpointMX Created an Agile Working Environment in a Large Enterprise Organisation

ANZ, one of New Zealand's leading banks, faced an immense challenge at the onset of the COVID-19 pandemic. They needed to immediately scale up communications to over a million customers, halt scheduled campaigns, re-segment their database, and deliver new, dynamic content. This required a level of agility that was unprecedented for the large organization. They turned to their long-time vendor, Touchpoint Group, and its TouchpointMX platform for a solution.

Touchpoint Group implemented its TouchpointMX platform to dramatically upscale ANZ's standard communication delivery rates by up to 300%, enabling targeted emails with dynamic content for specific customer subgroups. This agile approach allowed ANZ to quickly send timely and relevant information as the situation developed. As a result, ANZ was heralded on national radio for its outstanding customer communication and proved that a large organization could react with agility to deliver an excellent customer experience during a crisis.

ANZ