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USALLIANCE Financial is a multi-faceted $1+ billion financial institution serving about 100,000 members worldwide, including employees of American Express, PepsiCo and IBM. Micronotes helped USALLIANCE start 215,000 conversations with its members.

The USALLIANCE team adopted Micronotes' AI-driven marketing automation platform to enable engagement with digital users through brief one-on-one conversations during or at the end of online or mobile banking sessions. Conversations typically last just a few seconds and help USALLIANCE learn members' needs and preferences. That information enables USALLIANCE to stay connected with members—even when it doesn't see them in person at branches. Micronotes also enables USALLIANCE to deliver personalized offers to every member, and immediately follow up with those who explicitly state they are in market for a specific product or service.

Learn how Micronotes helped USALLIANCE start 215,000 conversations with its members by clicking the link below.

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    Net Promoter Score

    In its three-month NPS survey, Monson asked about a number of issues important to the bank, including 'customer service, product offerings and digital banking channels.' With Micronotes, about 10 percent of customers responded, providing valuable feedback.

    This success story examines how three banks— Monson Savings Bank, Pioneer Bank and Reliance Bank—use Micronotes' AI marketing automation solution to conduct NPS surveys and obtain an immediate view of customer attitudes, so they can leverage promoters to refer friends and address any concerns of passives or detractors.

    Monson Savings Bank

    Monson Savings Bank is a community bank with four locations, nearly a half-billion dollars in assets and more than 7,000 digital banking users. Terri Fox, SVP of retail administration for the Massachusetts bank, says fostering engagement with digital customers is a top priority, given the continuing decline in branch visits. The ability to conduct NPS surveys using Micronotes helps Monson keep a close eye on how customers feel about the bank.

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