Customer-Based Case Study Shows Quantified Benefits of $10.8M Over Five Years in Financial Services Customer Engagement Platforms

latina, the provider of real-time communications software for the financial industry, announces the results of its Forrester Consulting Total Economic Impact (TEI™) study, examining the potential return on investment (ROI) by investing in the real-time decision engine from Latina. Based on interviews and results for a mid-sized Latin American bank with approximately 350,000 digital channel customers, TEI™ found that the customer was able to achieve a 162% ROI in 5 years, a return on investment of less than 6 months and to generate new business because of the monetization of the digital services of the bank worth at least 1.5 million dollars per year, with a net present value ( NPV) of up to $6.66 million, adding other quantifiable benefits such as cost savings and faster time to market (TTM), not to mention non-quantified benefits like customer empowerment and leading innovative positioning in the region.

“Many banks face competition from challengers who are both internal and external to the financial industry, and often competitive differentiation comes down to a better understanding of customer needs. To overcome this, banks need to better understand what their customers are doing in real time to deliver relevant content to them in a consistent and useful way. Latinia’s real-time decision engine allows them to do just that,” said Marc Alcón, CEO and co-founder of Latinia.

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“Banks need to understand what their customers are doing in real time to deliver relevant content to them in a consistent and useful way. Latinia’s real-time decision engine lets them do just that.”

In terms of quantified benefits of signing Latinia, the bank identified $7.6 million over 5 years due to incremental revenue from customer email subscriptions, $1.3 million in savings from replacing its existing messaging infrastructure and $1.8 million by shortening its time. -to-market (TTM), totaling profits of approximately $10.8 million over a five-year period.

Unquantified benefits include increased customer knowledge of the bank, ease of creating better service experiences through real-time analytics and content delivery, and customer empowerment through online shopping. self-service customer subscription.

Forrester’s Total Economic Impact™ (TEI) consultancy develops business case analysis to help organizations understand the financial impact of a technology investment. The TEI methodology has been used for more than 20 years by technology organizations. It consists of four elements to assess the value of the investment: cost, benefits, flexibility and risk.

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