Delivering

Customer lifecycle activity for Westpac

We developed a whole lifecycle program to acquire, onboard and retain customers across all products including consumer (bank accounts and credit cards) and B2B (POS terminals and business accounts).

  • Developed customer onboarding program to welcome and activate new customers

  • Ran Merchant acquisition campaigns for their POS terminal “Presto”

  • 1:1 Launch program to drive uptake of business Invoicing capability within internet banking

  • Data visualisation of transactional merchant data providing customer insight, and driving finance lending

  • Onboarding program for Business Transaction Accounts

  • Communications strategy to announce a new Relationship Manager structure - aiming to minimise disruption to SME clients

  • 1:1 comms and behavioural change techniques to drive uptake of online banking services

  • Strategic communications recommendations for B2B content

  • Credit cards spend stimulation

Business Onboarding program

20m invoices are sent each month, but 50% of businesses don’t use accounting software. We needed to drive awareness and uptake of inbuilt invoicing software within internet banking.

We created an integrated campaign, first targeting customers with 1:1 marketing (email, sms, push), then followed up by ATL launch activity highlighting biz invoicing capability.

Stimulating usage of business invoicing

A strong partnership with a Relationship Manager relationship is key to providing small business owners with value, and retaining them as a customer. However Westpac RM’s often lacked valuable

Westpac Business Relationship Managers had an annual program called ‘Face to Face February” where they reached out to their customers. To help aid these conversations we provided them with a snapshot of the health of their customers’ businesses, to help them have meaningful and relevant conversations. And in turn, increase conversion for Westpac Business banking products. 

Providing relationship managers & customers with valuable business insights.

We created the first 90 days onboarding program aim to depen the relationship in the critical early days

  • Warm welcome to Westpac

  • Drive engagement with digital and retail channels

  • Encourage interaction with tools, advice,& insights

  • Encourage uptake of business tool

  • Drive cross sales of products