Implementation of an omnichannel strategy

​​The ChallengeImplement an omnichannel strategy with the use of Marketing Automation tools for simple and repetitive tasks for both Nomo Bank and its customers.

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

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

The personalized relationship with customers is not only an objective, but a philosophy of Nomo Bank, which has a small but valuable group of customers.

In line with this philosophy, the solution is based on the implementation of a omnichannel strategy through the use of Marketing Automation tools for simple and repetitive tasks both for Nomo Bank and for customers to manage their operations.

​​The project We strengthened Nomo Bank's CRM, implemented in Salesforce, with Marketing Cloud and its Social Studio and Advertising Studio modules.

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

Addressing all the channels at the same stage increased the complexitybut it allowed the creation of very complete journeys from the very first moment, enabling the customer to meet its business objectives in a comprehensive manner.

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

Following the guidelines of your legal and technology department to comply with maximum security in storing and accessing sensitive data, implement Field Level Encryption (FLE)Salesforce Marketing Cloud's highest security package and the one that posed the biggest challenge in our project.

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

​​ResultsThe most important challenge was the application of encryption at the field level.

These were the most important milestones during the project:

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