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How a Leading Bank Increased Customer Engagement by 45% with Salesforce Marketing Cloud

Client Overview

Client Name: Confidential

Contact Person: Marketing & Digital Strategy Leadership

Industry: Banking & Financial Services

A large retail bank serving millions of customers across the U.S. wanted to modernize how it communicated with customers. Their marketing efforts relied heavily on generic campaigns, which limited engagement and failed to reflect real customer behavior, location, or intent.

Pivotal Leap implemented Salesforce Marketing Cloud to help the bank deliver real-time, personalized, and compliant customer communication—driven by behavior, location, and digital activity.

Key Results Achieved

45% increase in customer engagement

Higher lead conversion from digital channels

Improved Relevance across email and mobile

Stronger visibility into customer behaviour

Challenge / Problem Statement

  • 01

    They relied on generic email campaigns, resulting in low engagement rates.

  • 02

    Anonymous website visitors were difficult to identify, limiting lead nurturing.

  • 03

    Location-based personalization was not supported, even when customers moved or traveled.

  • 04

    Communications lacked real-time triggers, causing delayed or irrelevant messaging.

  • 05

    Customer activity across channels was not unified, reducing consistency.

  • 06

    Marketing teams lacked clear behavioral insights to guide campaign strategy.

Objectives / Client Priorities

Deliver personalized communication

Based on customer behavior intent.

Identify and convert anonymous

Website visitors into known leads.

Enable location-aware messaging

For better real-time relevance.

Trigger real-time outreach

Across email and mobile channels.

Create a single customer

View across all digital touchpoints.

Maintain regulatory compliance

While scaling personalization.

The Solutions We Brought to the Table

  • Implemented Salesforce Marketing Cloud as the engagement backbone

    A centralized platform was introduced to manage journeys, campaigns, and triggers.

  • Integrated visitor identification and data enrichment tools

    Anonymous website activity was converted into actionable customer profiles.

  • Enabled location-based personalization

    Customers received relevant offers, branch details, or ATM information based on movement.

  • Configured real-time email and mobile triggers

    Messages were automatically sent based on website visits, app activity, or location changes.

  • Built a unified customer profile across channels

    Marketing teams gained a 360° view of customer behavior and preferences.

  • Customized the platform for banking compliance needs

    All personalization was delivered within regulatory and data privacy boundaries.

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Implementation Details

Configured Marketing Cloud journeys tied to customer behavior and actions.
Integrated data enrichment tools for visitor identification.
Enabled geo-location logic for location-based messaging.
Built real-time trigger workflows across email and mobile.
Unified customer data sources into a single marketing view.
Applied compliance controls aligned with banking regulations.

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Results / Outcome

  • Increased campaign engagement by 45%, driven by relevance and timing.
  • Converted more website visitors into qualified leads.
  • Improved customer convenience, especially during travel or relocation.
  • Delivered consistent messaging across email, mobile, and app channels.
  • Provided leadership with deeper customer insights for smarter planning.
  • Replaced generic outreach with behavior-driven engagement.

The Power & Impact of Partnership with Pivotal Leap

  • Boosted engagement through real-time personalization.

  • Turned digital activity into actionable customer journeys.

  • Improved loyalty with location-aware communication.

  • Delivered a secure, scalable Marketing Cloud solution for banking.

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