Success Story

Global banking leader BBVA switches from Oracle to Insider One, boosts eKYC completion rate by 21% and ROI by 11% in under 3 months

Migration
Email
Architect

21%

increase in eKYC completion rate

11%

increase in ROI

Full migration time under 3 months

Industry

Retail

Electronics

Category

Personalization

Cart recovery

Channels

Push Notifications

Web

Solutions

Architect
Smart Recommender
Personalization (Overlays)

“Switching from Oracle to Insider One was a turning point for BBVA. In just 3 months, we migrated successfully and increased eKYC completion rate by 21% while improving ROI by 11%. Insider One’s support, reliability, and ease of use allowed us to reduce IT dependency and execute campaigns faster with complete confidence.”

Chief Marketing Officer

Executive summary

To improve efficiency and digital engagement, BBVA replaced Oracle with Insider One. The core email and data migration was completed in one week, enabling marketing teams to launch campaigns without IT dependency. As a result, BBVA achieved a 21% increase in eKYC completion rate and a 11% uplift in ROI. Insider One quickly delivered a measurable impact while meeting the reliability and governance standards required in financial services.

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About BBVA

BBVA is a leading global financial services group, serving millions of customers across retail and digital banking. The brand focuses on innovation, trust, and efficiency, continually investing in technology to deliver secure, personalized customer experiences at scale.

Why Insider One?

BBVA turned to Insider One to replace Oracle’s Maxymiser product, which was sunsetting. However, it quickly realized Insider One could offer a much more advanced suite of tools and channels to improve marketing efforts. Originally, BBVA chose Insider One due to its world-renowned platform and five-star G2 reviews. After experiencing the seamless integration process when transitioning to Insider One’s experimentation platform, the CFO trusted that a full migration would be a cost-effective move.

Insider One’s transparent pricing model eliminated the consumption-based fees that penalized growth. Insider One bought out BBVA’s remaining Oracle contract and deducted the final amount from the new annual contract to avoid double payment. The Oracle contract buyout removed both cost and timing barriers to switching, while flexible terms aligned with BBVA’s governance and long-term planning needs.

SUCCESS STORY #1

Full Oracle migration in under 3 months with 24/7 local support

The challenge

BBVA was dealing with slow response times and limited support from Oracle Responsys. Delays in resolving technical issues disrupted email operations and campaign timelines, while ongoing bugs sat unaddressed, creating operational friction and frustration for customer engagement and marketing teams.

The solution

BBVA had already experienced Insider One’s strong support during a previous Maxymiser migration. For the full Oracle migration, Insider One provided end-to-end assistance after understanding their data and compliance requirements. Our onboarding experts build bespoke project plans with clear timelines and offer constant availability through regular in-person meetings and a dedicated 24/7 helpdesk. This ensured rapid issue resolution and minimal disruption to ongoing email campaigns. All professional services were included at $0 cost, accelerating compliant deployment.

The results

Full data and email migration

time under 3 months

SUCCESS STORY #2

21% increase in eKYC completion rate with a full ESP migration

The challenge

BBVA couldn’t reach customers at the right moment and scale they needed. Complex journey creation and heavy IT dependency slowed them down, while limited segmentation and a lack of dynamic content made personalization difficult.

The solution

BBVA migrated its full ESP to Insider One, enabling BBVA’s customer engagement and marketing teams to build and launch compliant eKYC abandonment journeys independently. With AI-driven Architect, they can create optimized paths and personalization for each user, unlocking more conversions and better completion rate for the eKYC process.

The results

21%

increase in eKYC

completion rate

11%

increase in ROI

Summary

BBVA replaced Oracle with Insider One and modernized its email marketing operations and reduced execution complexity. A fast, fully supported migration enabled teams to launch campaigns independently, improve personalization, and increase speed to market. Within three months, BBVA achieved measurable gains in eKYC completion rates and ROI, validating Insider One as a reliable, enterprise-ready partner for scalable, compliant customer engagement. BBVA’s migration was completed under Insider One’s $0 Migration Guarantee, ensuring zero financial risk.

Looking ahead

BBVA plans to expand its use of Insider One by incorporating Smart Recommender into its customer journeys. This will enable more personalized recommendations across messages, supporting higher journey completion rates, stronger engagement, and long-term customer loyalty.

Favorite feature

Email Suite

BBVA’s favorite feature is Insider One’s Email Suite, which offers a simple yet powerful alternative to Oracle. Its advanced personalization capabilities, ease of use, and built-in compliance controls have been instrumental in improving email performance while accelerating campaign execution.

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