Nomo Bank: Implementation of omnichannel strategy

The Challenge Implementing an omnichannel strategy with the use of Marketing Automation tools for simple and repetitive tasks both for Nomo Bank and for its clients

Nomo Bank is a digital bank, owned by Bank of London, which complies with Islamic capital management law. Its target audience tends to travel abroad and an interest in investing in different countries.​

Nomo Bank’s customers expect a 24/7 service from a digital bank specializing in different time zones, something that Nomo Bank implemented, but which turned out not to be sufficient to handle all transactions.​

In addition, a personalized relationship with customers is not only a goal, but a philosophy of Nomo Bank, which has a small but highly valued group of customers. ​

Without losing that philosophy, the solution is based on implementing an omnichannel strategy with the use of Marketing Automation tools for simple and repetitive tasks both for Nomo Bank and for its clients to manage their operations. ​

The ProjectWe reinforced Nomo Bank’s CRM, implemented in Salesforce, with Marketing Cloud and its Social Studio and Advertising Studio modules

It is not common to implement an omnichannel strategy in the first version of a project, since these usually start with a particular channel (usually email) and then add the rest of the channels in subsequent phases.​

Addressing all channels in the same phase increased complexity, but allowed the creation of very complete journeys from the very beginning, allowing the client to meet their business objectives in a complete way.​

To achieve this, we reinforced Nomo Bank’s CRM, implemented in Salesforce, with Marketing Cloud and its Social Studio and Advertising Studio modules.

Following the guidelines of their legal and technology department to comply with the highest security in storing and accessing sensitive data, we implemented Field Level Encryption (FLE), the highest security package in the Salesforce Marketing Cloud. ​

In the first phase, we implemented the platform in the London Business Unit and in subsequent phases it was rolled out to all markets in which the client operates. ​

Results The most important challenge was the implementation of Field Level encryption​

These were the most important milestones during the project:

• Account configuration (BUs, SFM Connect, SAP, SSL, SFTP, S3…)​
• Configuration of the Field Level Encryption (FLE) functionality that allows personal data to be secured at the UI level​
• Implementation of the WhatsApp channel​
• Configuration of the Social Studio, Advertising Studio, Mobile Studio, Mobile Push tools​
• Creation of multilanguage templates (English and Arabic)​
• Design and Implementation of 5 Customer Journeys​
• Development of an ad-hoc preference centre