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Ramesh B.

Banco Inter is Brazil’s first 100% digital bank. A digital pioneer in the country’s financial landscape, Inter offers free checking, personal, corporate, and microenterprise accounts; loans and credit cards; and investment and insurance services. https://lnkd.in/g4_dyHz9 In three years of high growth, Inter’s customer data started to spread across six different sources and 103 streams. Each customer might own multiple products, leading to duplicate records and irrelevant messages. Inter needed to connect with customers on a more personal level by uniting marketing, sales, web, and mobile app data in a single view. As a pioneer in digital banking, Inter also wanted to lead the way in AI while managing risk and data privacy. By combining a single source of truth with AI, Inter could view each customer’s current products and predict what they’d need next. Salesforce helps Inter unify customer profiles across data sources and engage them at every touchpoint. Data Cloud then segments the data into audiences to deliver the most timely communications with the right product offers. On average, this efficiency has helped Inter eliminate 1.5 hours of meetings per day. Inter also uses Tableau to instantly analyze customer profiles and their preferences right in the flow of work. With Tableau and Data Cloud together, Inter can track the webpages customers visit and how often to recommend relevant products. This generates engagement scores for each customer, helping Inter create more than 3,500 new audience segments. By making each experience more personal, Inter increased conversion rates 35x and overall ROI 20x. At first, Inter was concerned about the security risk of employees using outside generative AI apps. But with Slack, the company built its own InterGPT app in just days. Now, over 1,000 Inter developers can write and review product code in any development language. Service employees also use the app to search the company’s knowledge base, generate answers to customer questions, and translate responses. This has saved each employee on average 30 minutes per month and led to $13,000 in monthly savings in productivity. After reading about how these three customers are building personalized customer experiences, you can see how different departments must work together to create seamless, connected experiences across the entire customer lifecycle. And that’s possible with Einstein 1, which helps companies improve customer relationships with a 360-degree view of your customers in every app, together with trusted AI and data. Your employees across sales, service, marketing, commerce, and more can meet your customers where they are in their journey—and update and collaborate on their CRM deals and records right within Slack to be more productive.

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