Case Study
Synerise & mBank
Data-driven customer experience with hyper-personalized omnichannel communication across 3 countries.
Download full case study (PDF)Duration
18 Months first results
Team Size
~100 employees
Channels
4 Digital channels
The Challenge
mBank faced multiple challenges: lack of consistent real-time 360 customer analytics for omnichannel communication, several separate analytics tools for different channels (open pages, mobile apps, online banking, forms) making it hard to create a unified customer view. The existing system was not suited to dynamic A/B/X testing and required 1-3 months for each development release. Automation mechanisms required developers to implement using Complex Event Processing - a non-optimal and costly approach.
The Solution
Synerise was implemented as an on-premises solution (first in the world) to process personal data and transactions covered by banking secrecy. The platform integrates all customer data from every touchpoint in real time, enabling fully personalized omnichannel communication. AI enhances targeting and personalizes offers across all channels. Implementation started with mBank.pl website and parallel rollout in Czech Republic and Slovakia, followed by online banking and mobile applications integration using mobile SDK.
Key Results
Time to market: Reduced from 3 months to 1 week for new use cases
Lead generation: 60% increase in leads sent through implemented campaigns
Data collection: From 1.5M to 70M events collected per day (as of April 2023)
Team scale: ~200 employees from 10 departments working on data-driven solutions
Deposit campaign: 13% increase in deposits after anti-churn implementation
Customer engagement: ~120,000 customers reached with personalized communication
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