0%
Improvement in branch resource allocation
0%
Higher customer engagement
0+
More foot traffic to key branches
0%
Reduction in customer wait times

IN THIS STORY

Overview

A leading financial institution sought to enhance customer experience and optimize its branch strategy to stay competitive in a rapidly digitalizing world. They turned to Factori’s Visit Data to gain deeper insights into customer behaviors, improve branch performance, and increase engagement with in-person and online services.

The Challenge

The bank faced several challenges:

  • Understanding how foot traffic varied across branch locations
  • Identifying underperforming branches and potential reasons for decline
  • Personalizing customer engagement based on physical location data
  • Optimizing staffing and operational efficiency based on real-world customer flow patterns

The Solution

Factori provided actionable Visit Data through its advanced Mobility & People Graph, which included:

  • Aggregated data on foot traffic across 200M+ global locations, including competitor site
  • Insights on customer visits by location type (e.g., banking centers, ATMs, retail partnerships)
  • Time-based analytics to measure peak traffic hours and customer volume
  • Anonymized behavior patterns to enhance privacy while improving strategy

The Results

By leveraging Visit Data, the bank achieved:

  • 45% improvement in branch optimization by reallocating resources based on foot traffic trends
  • 23% increase in customer engagement through personalized marketing based on visited locations
  • Enhanced staffing efficiency, reducing wait times and improving service delivery
  • 5% increase in foot traffic to key branches, as targeted offers drove more in-person visits

Why It Worked

Visit Data helped the bank create a holistic view of its customers’ behaviors, both online and offline, by:

  • Understanding customers’ physical movements, such as when and where they visited branches
  • Enabling targeted marketing and outreach based on real-world behaviors
  • Improving operational efficiency by tailoring resources to demand patterns

Ensuring compliance with privacy standards while gathering key insights into customer preferences

“By integrating visit data into our strategy, we gained a more nuanced understanding of our customers’ journeys, allowing us to optimize our branches and enhance service.”

– Director of Branch Strategy, Financial Institution