Inbenta helps bank drive digital product usage while reducing costs

Banner Bank was looking to boost its customers’ digital autonomy with an enhanced self-service experience while supporting digital sales growth and minimizing application drop-off rates. As part of its efforts to simplify digital banking for personal banking, small business and commercial clients, it turned to Inbenta’s Learn platform. 

Inbenta’s Learn platform has delivered: 

• • $150K in cost savings 

• • 4.6K new uses of digital products  

• • 2.4K minutes in service time reduction 

Who: 

Banner Bank has a 130-year history of providing tailored solutions, expert guidance and local decision-making to personal banking clients and businesses of all sizes. With more than $15 billion in assets and locations in Idaho, Washington, Oregon and California, Banner Bank values its contribution to the communities it serves. 

What: 

Banner Bank was looking to launch a Public Demos Platform, a self-serve platform that would give clients the knowledge and confidence to make full use of the bank’s digital capabilities through interactive, step-by-step demos. It also sought to launch a Share Demos Platform, an assisted-serve platform that lets frontline employees easily share digital demos with clients. 

Why Inbenta? 

Banner Bank chose Inbenta’s Learn platform, which leverages micro-learning, gamification and step-by-step interactive demos to improve digital literacy, drive engagement and, ultimately, enhance customer service and retention. 

The challenge 

1. 1. Accelerate digital product usage 

2. 2. Reduce service calls 

3. 3. Find cost efficiencies 

The solution 

In October 2023, Banner Bank launched the Digital Discovery Experience (DDX), significantly enhancing the user experience for both clients and employees. The Public Demos Platform and Share Demos Platform made digital banking more accessible and user-friendly, with digital demos covering personal banking, small business services, and commercial client offerings. To complement this client-facing initiative, Banner Bank also launched its Digital Banking Academy (DBA) to rapidly enhance digital literacy among all employees. The bank also implemented targeted marketing campaigns and regular email communications to encourage preferred digital behaviors among its clients. These comprehensive measures have not only supported Banner Bank’s digital transformation but helped reduce incoming calls by directing clients to efficient online solutions, actively shaping a more digitally savvy banking environment that benefits both employees and clients alike. 

The results 

Inbenta’s Learn platform has yielded impressive results: 

• • Public Demos Platform: Banner Bank has seen a steady trend of digital demos viewed by clients, with personal banking demos driving 90% of total demos viewed. 

• • Share Demos Platform: Banner Bank has seen strong platform performance for both demos viewed and demos shared, driven by its Client Engagement Center (CEC). 

• • Digital Banking Academy: 95% of Client Support employees and 55% of Community Banking employees have completed at least one course. 

By the numbers: 

• • Cost avoidance: $150K 
    Banner Bank increased clients’ digital autonomy and eliminated 14.7K calls to client support teams between December 2022 to November 2023, avoiding an estimated $150K in operational costs. 

• • Call/service time reduction: 2.4K mins 
    Banner Bank frontline employees across Community Banking and Client Support teams reduced their service time by 2.4K minutes as a result of 3.3K demos viewed with clients in the Share Demos Platform. 

• • New Digital Product Usage: 4.6K 
    About 18,000 digital demos viewed resulted in 4.6K new uses of digital products by Banner Bank clients. 

Banner Bank’s collaboration with Inbenta has boosted engagement with its Public Demos Platform, Share Demos Platform and Digital Banking Academy. Not only has this accelerated digital banking knowledge, fluency and adoption, it’s also reduced service calls and associated costs — a win-win for the bank and its clients.