Case Study: Israel Discount Bank

Over 20% increase in customer satisfaction

Israel Discount Bank (IDB) is one of Israel’s leading financial groups with 5,500 employees in more than 230 branches and offices in Israel and around the world.

CHALLENGES

• Improve overall business performance through new product sales and increases in current product use
• Optimize customer branch visits, strengthen relationships with current customers, provide compelling, relevant information to acquire new customers
• Change perception of IDB from conservative bank to progressive, innovative financial leader
• Provide an outstanding in-branch customer experience
• Control corporate communications over 230 branches and offices worldwide
• Strengthen employee training; turnover rates and frequent introduction of new products made need for efficient training paramount.

SOLUTIONS

YCD Multimedia helped IDB boost customer satisfaction by 21% with solutions designed to change the bank’s image and make training and corporate communications more efficient and effective.

• Transform the IDB branch experience from static to dynamic with custom playlists for ambient music and multiple video screens playing the “IDB network” of information and new product promotions. Created by YCD Multimedia team and our partners; powered by YCD|Platform and YCD|Player.
• Target programming to branch locations, customer profiles and day part.
• Provide content by zone within branch. Private banking customers hear classical music; ATM customers light rock, boosting perceptions of privacy and atmosphere.
• Ensure secure, immediate real-time content delivery and corporate control across large network with Content Delivery Service/CDS™
• Enable efficient, remote corporate communications. IDB’s weekly updates can be sent quickly and efficiently to entire network; YCD Multimedia’s mobile technology enables employees to access communications and training remotely.
• Control employee training. With YCD|Platform delivery, managers can choose appropriate training modules and track employee participation.

SUCCESS

• 21% increase in customer satisfaction including perception of atmosphere, perceived wait time and sense of privacy
• Employee usage of the bank’s weekly internal communication and training system rose to more than 95%
• Significant cost savings on design, printing and distribution of marketing collateral

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