ING Corporate partnered with Dataroid to streamline digital onboarding, increasing new accounts by 2.6x

ING Corporate serves businesses with comprehensive banking solutions through its digital channels. To enhance customer acquisition and product adoption, ING Corporate partnered with Dataroid to gain deeper insights into user behavior, identify friction points in critical journeys, and engage customers in real-time.

increase in onboarding completion rates

increase in monthly automatic bill payment setups

~1000

new corporate customers for term deposit products

Challenge

Reducing Drop-Offs in the Corporate Digital Onboarding Journey

ING Corporate identified that too few users were completing the digital onboarding process. Drop-offs across the journey were lowering overall completion rates and driving up customer acquisition costs. ING needed a way to understand where and why users were abandoning the process and re-engage them to return and complete onboarding.

Encouraging Automation in Bill Payment Processes

Corporate customers were managing bills manually each month, risking late payment fees and missing opportunities for operational efficiency. ING Corporate needed to demonstrate the value of automatic bill instructions while making the transition seamless and rewarding for busy business owners.

Driving Customer Acquisition Among Newly Established Businesses

Newly established companies were exploring deposit products but not converting to account openings at satisfactory rates. These businesses needed tailored solutions that addressed their unique liquidity management challenges and offered clear advantages during the critical first year of operation.

Dataroid has helped us turn behavioral insights into meaningful customer engagement. By combining deep journey analytics with real-time messaging, we were able to identify friction points in our digital onboarding and acquisition journeys, re-engage corporate customers at the right moments, and significantly improve completion and product adoption rates.

Duygu Dönmez

Digital Growth and Marketing Area Lead at ING Turkey

Solution

ING Corporate leveraged Dataroid’s journey analytics and engagement capabilities to optimize critical customer journeys. By analyzing funnels, user paths, and event trends, they identified specific moments of friction and opportunity. This enabled the bank to deploy personalized, contextual messages that guided users toward completion and introduced relevant products at high-intent moments.

Recovering Abandoned Onboarding Journeys with Journey Analytics and Push Notifications

ING Corporate used Dataroid’s funnel analysis to identify the biggest drop-off points in the corporate digital onboarding journey, with particularly high abandonment before the video call step. Based on these insights, ING deployed real-time push notifications tailored to the selected account type during onboarding to re-engage users who left the process, increasing completion rates from %25 to 32%.

Driving 5x Growth in Automated Bill Payments with Strategic In-App Messaging

User path analysis revealed that many corporate customers were paying bills manually instead of setting up automated payments. ING Corporate addressed this by launching contextual messages triggered immediately after a manual payment or when other relevant intent signals appeared, encouraging users to switch to automated payments.

Achieving a 2.6x Increase in New Corporate Customers for Term Deposit Accounts

Detailed journey analysis showed that newly established businesses were demonstrating interest in deposit products but were not progressing to application or account opening. To address this, ING Corporate promoted the Term Deposit Account with attractive welcome interest rates through Dataroid-powered in-app messages.

Key results

14.44%

onboarding completion rate for abandoned demand deposit setups

4.61%

term deposit account opening completion rate for new businesses

2.6x

increase in new corporate customers for term deposit products

17.58%

conversion rate for automatic bill payment setup

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