ING Türkiye partnered with Dataroid to optimize digital experiences, increasing average retention rate by 15%
ING, the global bank with a strong European base, is committed to delivering intuitive digital experiences that help people stay a step ahead in life. As part of its digital strategy, ING Türkiye sought to better understand user behavior, identify pain points, and take real-time action to drive higher engagement.
4x
30%
recovery rate in investment transaction-abandoners
25%
conversion rate for in-app messages that guide users to ING Türkiye’s Term Deposit
15%
of new account openings within the target period are driven by in-app messages
Challenge
Understanding Customers’ Digital Journeys with Advanced Analytics Powered by Self-Serve Data
ING Türkiye aimed to gain a comprehensive understanding of user behavior across its multiple digital touchpoints to deliver engaging and meaningful experiences. With millions of active digital users generating vast amounts of interaction, transaction, and profile data, the bank needed to find an enterprise solution that could generate, aggregate, and analyze this data efficiently.
Helping Customers Navigate a Rich Digital Ecosystem with Precision and Ease
ING Türkiye offers a deeply integrated, feature-rich experience within its digital channels. Ensuring that customers could navigate this ecosystem and find the most relevant and advantageous solutions became a top priority in the bank’s digital strategy.
Understanding Funnel Drop Offs and Re-Activation in Real-Time
ING Türkiye set out to understand why customers drop off before completing key goals by identifying friction points and customer experience risks. They also needed an enterprise solution to re-engage these users with timely, personalized actions.
Batuhan Suzer
Digital Marketing & Growth Vice President, ING Türkiye
Solution
ING Türkiye leveraged Dataroid’s journey analytics to gain a deeper understanding of customer behavior and optimize digital engagement around key benefits. They first identified patterns in digital footprints, drop-off points, and CX risks. This enabled the bank to re-engage users at critical moments with timely, personalized, and Dataroid-powered push notifications, and in-app journeys.
Decoding Customer Behavior with Journey Analytics to Drive 4x More Engagement
ING Türkiye used Dataroid’s advanced journey analytics like funnels, user paths, and retention analysis to understand customer behavior around high-priority offerings, identify patterns, and refine audience segmentation for more precise targeting.
Driving Product Discovery with Personalized In-App Messages, Achieving a CR of 25%
Increasing average retention rate by 15% by combining journey analytics with targeted push notifications
Using Dataroid’s retention and funnel analytics, ING Türkiye identified less active app users—such as users who abandoned logins or investment transactions. ING encouraged these users to continue where they dropped off with contextually triggered or segmented push notifications.
Key results
10%
conversion rate in customer acquisition with a single push notification
5%
increase in new logins by encouraging users who downloaded the app but hadn't logged in
Deeper customer understanding and faster insights via real-time ad hoc analyses in real time
More customers are enjoying ING Türkiye’s feature-rich app thanks to these digital optimization strategies
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