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For eBusiness & Channel Strategy Professionals

Case Study: Hapoalim Injects A Human Touch Into Digital Banking

Multichannel Integration Uncovers New Opportunities

May 25, 2012

By Tiffani Montez with Benjamin Ensor, Douglas Roberge

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Why Read This Report

Bank Hapoalim observed a shift in expectations and interactions within a high-value segment of customers with a direct channel preference. To meet those customers' needs, Bank Hapoalim developed a new service, Poalim Connect, which combines a personal banking relationship with online personal financial management. The strategy injects a human touch into digital banking to meet the needs of high-value digital customers. The goals of this strategy are to maintain Hapoalim's leadership in direct banking in Israel, retain customers, and acquire new customers. Hapoalim believes the new service has improved customer satisfaction, credit penetration, and customer retention.
Tags: Banking, Customer Relationship Management (CRM), eCommerce, Financial Services, Multichannel Banking, Online Banking, Online Financial Products & Services, Personal Financial Management (PFM), Technology
US $ 499
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TABLE OF CONTENTS

  • Situation: Bank Hapoalim Saw An Opportunity With Digital Customers'
  • Best Practice: Hapoalim Integrates A Human Element To Digital Banking
  • Best-Practice Results: Personal Bankers Drive Sales And Retention

  • RECOMMENDATIONS

    Rethink Your Multichannel Customer Relationships
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