SUCCESS STORY

How SeABank unified 1.2M customer profiles and achieved a 15% eKYC improvement rate with Insider One

How SeABank unified 1.2M customer profiles and achieved a 15% eKYC improvement rate with Insider One

1.2M

Unified customer profiles built in Insider One CDP

15%

eKYC completion improvement rate in 3 months

+120%

Uplift in segmentation effectiveness from 2024 to 2025
Challenge

Challenge

SeABank faced critical gaps across its digital banking lifecycle: high eKYC drop-off rates, manual credit card campaign processes consuming up to 15 hours per cycle, a retention gap for new digital users, and limited data unification across CRM, Loyalty, Corebank, and app systems.

Solution

Solution

Insider One became SeABank's strategic Customer Engagement Platform for 2025-2028, enabling real-time CDP integration, automated lifecycle journeys via Architect, and personalized cross-channel engagement across App Push, In-App, Email, SMS, and Zalo ZNS without heavy technical dependency.

Result

Result

SeABank unified 1.2M customer profiles tracking 150 behavior events, achieved a 15% eKYC improvement rate in 3 months, fully automated credit card campaigns previously requiring 15 hours of manual work, and drove a 20% uplift in engagement rate.

ABOUT THE CUSTOMER

SeABank (Southeast Asia Commercial Joint Stock Bank) is one of Vietnam's leading commercial joint-stock banks, founded in 1994. With charter capital of 34,288 billion VND, SeABank operates nationwide, delivering retail, SME, and corporate financial services alongside a growing digital banking ecosystem.
INDUSTRY
Financial Services
SOLUTIONS
Architect
CDP
APIs
Integration Hub
CHANNELS
Architect
App Personalization
App Push
Email
Predictive Audience
SMS
Web Personalization
Web Push
Zalo ZNS

SUCCESS STORY #1

Recovering eKYC drop-offs in real time to lift completion rates by 15% in 3 months

The Challenge

SeABank's mobile onboarding funnel suffered severe drop-off during eKYC registration, with funnel analytics revealing a 90.67% abandonment rate at the eKYC Start stage. Without real-time intervention, high-intent users were lost permanently, as no automated mechanism existed to re-engage them at the critical moment of drop-off.

The Solution

Insider One enabled SeABank to deploy real-time automated App Push and In-App messaging triggered instantly at each identified drop-off point within the eKYC flow. Using Architect's event-based journey builder and Insider One CDP for real-time segmentation, personalized push notifications fired the moment a user abandoned, tailored to the specific step they had reached. The always-on journeys required no manual campaign management.

The Result

Within 3 months, SeABank achieved a 15% eKYC completion improvement rate. A/B testing campaigns across the year recorded an average 10% uplift in CVR, validating the real-time personalization approach as a scalable model for onboarding recovery across the digital banking funnel.

15%

eKYC completion improvement rate in 3 months

10%

Average CVR uplift in A/B testing campaigns

SUCCESS STORY #2

Automating credit card lifecycle campaigns to eliminate 15 hours of manual work and lift engagement by 20%

The Challenge

SeABank's credit card marketing relied entirely on manual execution. Each campaign cycle required the team to identify eligible customers, build segments, and coordinate personalized offers across channels, consuming up to 15 hours per cycle. This limited the team's ability to run timely, relevant, personalized communications at scale across the card customer base.

The Solution

Insider One delivered end-to-end marketing automation for SeABank's credit card lifecycle using Architect and Insider One CDP. Automated journeys identified pre-approved customers, delivered personalized offers via Email, App Push, and In-App, and retargeted non-converters monthly using conditional logic and frequency filters. Liquid templating dynamically personalized each message by card type, credit limit, and behavioral profile, eliminating manual content versioning entirely.

The Result

SeABank fully automated credit card lifecycle campaigns, recovering up to 15 hours of manual effort per campaign cycle. The automated, personalized approach delivered a 20% uplift in engagement rate, enabling the team to operate at greater scale without increasing headcount or technical dependency.

15 hours

Manual campaign effort eliminated per cycle

20%

Uplift in engagement rate from automated personalization

SUCCESS STORY #3

Driving onboarding completion and reactivation with automated lifecycle journeys across all channels

The Challenge

SeABank lacked a scalable mechanism to guide new digital banking users through onboarding milestones or re-engage dormant customers before churn. Customers who completed eKYC and logged in for the first time frequently failed to complete their first transaction, or lapsed into inactivity shortly after, with no automated follow-up in place.

The Solution

Insider One enabled SeABank to build automated lifecycle journeys covering onboarding through reactivation. T+1 triggers followed up with users who had not completed key actions within 24 hours of first login. Monthly journeys with conditional logic re-engaged users who had not reached transaction milestones. Cross-channel delivery across App Push, In-App, Email, and SMS reached customers on their preferred channel, with content personalized dynamically by lifecycle stage and product holding status.

The Result

SeABank established an always-on onboarding and reactivation engine targeting 400,000 MAU per month and a reactivation goal of 150,000 users per year. Personalized lifecycle content via Insider One delivered a 15% uplift in engagement and CVR, creating a scalable foundation for long-term digital banking retention.

400K

Target monthly active users per month

150K

Annual reactivation target in users per year

SUCCESS STORY #4

Unifying 1.2M customer profiles and 150 behavior events for a 120% uplift in segmentation effectiveness

The Challenge

SeABank operated with limited data unification across its CRM, Loyalty program, Corebank system, and mobile app. Siloed data prevented the bank from building accurate customer profiles, and restricted the quality and targeting precision of its marketing segmentation, directly limiting the effectiveness of personalized engagement across channels.

The Solution

Insider One enabled real-time two-way data sync between Insider One CDP and SeABank's core systems using JSON payloads, APIs, webhooks, and segment enrichment sourced from loyalty, CRM, and POS data. This integration created a single unified profile per customer, continuously enriched with behavioral and transactional signals, and made actionable in real time across every channel and journey.

The Result

SeABank unified 1.2 million customer profiles within Insider One CDP, tracking 150 distinct behavior events per user. Segmentation effectiveness improved by more than 120% from 2024 to 2025, enabling the bank's marketing team to target with far greater precision and activate personalized journeys at a scale previously not possible with fragmented data infrastructure.

1.2M

Unified customer profiles in Insider One CDP

+120%

Uplift in segmentation effectiveness from 2024 to 2025

Power smarter banking engagement with Insider One

Power smarter banking engagement with Insider One Power smarter banking engagement with Insider One

Power smarter banking engagement with Insider One

Insider One's unified CDP, cross-channel journey orchestration, and real-time personalization give financial services brands the tools to automate lifecycle engagement, unify customer data, and drive measurable growth across every digital touchpoint.
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