Case Study: How One Global Bank Achieved a 50% CTR on Retargeting Campaigns

The High-Stakes Challenge of Digital Banking Conversions

In the competitive world of digital banking, every abandoned application represents a significant loss of potential revenue. For one of our global banking partners, this was a critical challenge. Their fragmented customer engagement systems meant that when a user abandoned a credit card or loan application, the follow-up was slow, impersonal, and costly. Relying on expensive SMS and easily ignored emails, their retargeting efforts were failing to make an impact. They needed a unified, intelligent, and secure way to re-engage high-intent customers. This case study explores how they used the indigitall platform to achieve an unprecedented 50% CTR on retargeting campaigns, turning abandonment into opportunity.

From Fragmented Touchpoints to a Unified Strategy

The bank’s primary obstacle was ‘channel blindness’. A customer might start an application on the web, receive an email confirmation, and then get a promotional SMS—all from different, disconnected systems. This fragmentation made it impossible to understand user behavior in real-time and deliver a relevant, timely message. The result was a disjointed experience and wasted marketing spend.

The indigitall solution centered on creating ‘One Continuous Experience’. By integrating our platform, the bank could:

• Unify Customer Data: Our built-in Customer Data Platform (CDP) consolidated user actions from the website and mobile app into a single 360-degree profile.
• Implement Behavioral Triggers: We configured real-time triggers to identify the exact moment a user abandoned the application funnel.
• Orchestrate Omnichannel Messaging: Instead of defaulting to SMS, the platform intelligently chose the most effective channel, prioritizing secure and cost-effective push notifications.

The Results: A 50% CTR on Retargeting and a New Standard for Engagement 🚀

By implementing a strategy based on personalized, triggered push notifications and in-app messages, the results were transformative. The bank launched a campaign targeting users who had abandoned an application within the last 24 hours with a simple, secure message encouraging them to complete the process.

Key Performance Highlights:

• 50% Click-Through Rate (CTR): The hyper-relevant, timely push notifications achieved a 50% CTR, driving a massive volume of users directly back to their saved applications. This dwarfs industry averages for email (2-3%) and SMS retargeting (5-10%).
• 75% SMS Cost Savings: By shifting the primary retargeting channel from SMS to push notifications, the bank drastically reduced its operational costs while simultaneously increasing effectiveness.
• Enhanced Security and Trust: Using indigitall’s proprietary encrypted push notifications eliminated the risk of SMS phishing attacks. Customers could click with confidence, knowing the link was secure and directly from their trusted banking partner.
• Significant Lift in Conversions: The high CTR translated directly into a substantial increase in completed applications, boosting customer acquisition and lifetime value (LTV).

Why it Worked: Intelligence and Security Over Legacy ‘Plumbing’

This success wasn’t just about sending a different type of message; it was a fundamental shift in strategy. Unlike competitors that provide disconnected APIs or ‘plumbing’, indigitall delivered the intelligent, strategic layer required for true digital transformation.

The key was moving from a fragmented, reactive approach to a unified, proactive one. By understanding the customer journey in its entirety, the bank could intervene at the most critical moment with a message that was not only personalized but also delivered through the most secure and engaging channel. This is the power of unifying marketing and support into a single, continuous conversation.

Ready to transform your customer retargeting and drive measurable results? Schedule a demo with our financial services experts today.