Banking on Engagement – AI-Powered
Email Automation Strengthens
Customer Loyalty
A Leading Canadian
Banking and Financial Institution
Industry
Financial Services
Banking
Platforms
Company Profile
This leading Canadian financial services company provides personal loans, credit cards, and other financial products to Canadian consumers. With a focus on responsible lending and customer-centric solutions, this institution has established itself as a trusted partner for Canadians seeking accessible financial services across the country.
Ready to rekindle your customer journey?
Our client aimed to drive more frequent, sustainable spending behaviors from its existing client base to increase cardholder loyalty and engagement.
The challenge was significant: many cardholders had become infrequent spenders, with some not engaging for 12+ months. They sought to revitalize customer spending through a transformative email engagement solution that would reactivate dormant customers and create great CLV.
The Shift
SH/FT has partnered with them for over five years, focusing on managing and amplifying their email channel through complex, data-driven customer journeys:
Targeted Reactivation Campaigns
Designed specific customer journeys to reactivate infrequent spenders (those who hadn’t engaged in the past 12 months) through personalized re-engagement offers
Performance Monitoring & Analytics
Established automated reporting and analytics for real-time campaign optimization and performance tracking
Data-Driven Optimization
Leveraged multiple Fairstone data sources to personalize customer journeys and enhance targeting precision
Strategic Partnership Approach
Engaged beyond individual tasks to assess overall strategy across various marketing initiatives
Salesforce Marketing Cloud Multi-Stage Automation
Built multi-step automated campaign journeys incorporating decision splits, conditional logic, and AI-powered Einstein actions to learn and adapt to cardholder engagement habits. From initial card membership signup through to offer conclusion with
Investing in Intelligence: AI-Driven Email Campaigns Deliver 47% Multi-Offer Completion Rate
The strategic partnership delivered exceptional engagement outcomes:
47%
of acceptors completed the multi-offer over an average period of six months
Personalized Focus
Created strategic journeys focused on personalization and segmentation with optimized data and automation
24%
above Einstein guidance minimum for Send Time Distribution optimization
Sustainable Framework
Established a sustainable framework for ongoing customer engagement and loyalty building
4.77
out of 5 customer satisfaction score for proven Salesforce integration expertise
By combining advanced marketing automation with AI-powered personalization, we helped our client transform dormant customer relationships into active, engaged partnerships that drive measurable business value.
“SH/FT has become a key business partner that engages the account beyond the task at hand and assesses every initiative mindful of the overall strategy.”