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How N26 is better serving its customers with Marketing and Service Cloud.

Data-driven service and marketing makes banking easier and more intuitive for customers and employees alike.

Marketing and Service teams at The Mobile Bank N26 offer relevant content at the right time, across every channel for its customers in 24 countries, thanks to automation and low-code tools.

What you need to know

N26 not only wants to wow its customers by offering simple and fast banking via smartphone, but also to drive sales and deepen customer relationships with personalised experiences. With Marketing Cloud and Service Cloud, employees can easily deliver on this promise. The marketing team delivers data-based, tailored personalised customer experiences. At the same time the service team solves problems quickly and smoothly through omni-channel routing, automation, and self-service.

Why it matters

The easier it is to open an account with N26, the more value the customers get. Because employees from the marketing and service departments have an overview of all customer-related data, they can tailor their support and communication to the customer’s needs. As a result of this personalisation, N26 has seen increased revenue and improved customer satisfaction.

“With Salesforce, we can more than meet our demand for personalised customer experiences.”

Katharina Pollak, Head of Lifecycle, N26

What the difference looks like

With more than 8 million customers, it’s critical that marketing tailors every customer communication based upon behaviour, history or preferences. Previously, creating these data-based emails was time-intensive and inefficient for N26’s marketing team -- every marketing email had to be programmed individually with HTML. Here’s how it works today:

The templates in Marketing Cloud make it easier for teams to quickly build branded communications and save the team many hours of work.

The N26 marketing team uses relevant data, like previous customer service inquiries or product usage, from one single source of truth to tailor marketing messages accordingly.

Customers now receive behaviour-based mailings thanks to the automation capabilities in Marketing Cloud. For example, when someone opens a new account and transfers money into it, N26 sends an automatic follow up email to that customer with tips about money transfers.

Customer service also manages the growing number of customers and subsequent volume of requests. N26 has increased its operational efficiency by around 40 to 50 percent thanks to Service Cloud and its automation features. Service Cloud automation is driving efficiencies, like:

Customer service requests are automatically categorised by topic and urgency and assigned to the right employee via omni-channel routing.

Customers can search Knowledge articles in the self-service portal built on Experience Cloud. As a result, customers can find answers to many common questions, without having to open a case with the service team.

The service team has access to all relevant history for every customer, like marketing activities or past service cases. As a result, customer service specialists can tailor their responses accordingly for each individual customer. If a service specialist sees that a customer previously had questions about a specific topic or product, that specialist can include details in their case follow-up.

When cases are more complex, departments can easily work together to resolve them, thanks to having access to one single view of customer data.

“By mapping all service touchpoints on Salesforce, we can better meet the needs of our customers.”

Bilal Pervez Khokhar, Senior Salesforce Administrator, N26

Behind the scenes

The team at N26 can now implement service automations like workflows and processes very quickly and easily by using the low-code technology Lightning Flow. Programming effort has been eliminated significantly in the last 18-24 months.

Going forward

N26 plans to drive even more efficient customer service with AI-powered features like Next Best Action, which will automatically recommend the next action a customer service specialist should take to resolve a case.