Union Bank of the Philippines, Inc. (UnionBank) has broadened its collaboration with cloud communications platform Infobip Philippines, aiming to elevate customer engagement through Infobip’s Moments platform. Moments is a comprehensive omnichannel customer engagement solution equipped with personalization and automation features. The partnership extension comes as UnionBank seeks to enhance its outreach and communication strategies.
Since June, UnionBank has been leveraging Moments to automate the dispatch of notifications regarding its Quick Loan products to clients. This move has resulted in increased customer outreach and conversion rates. The platform facilitates automated notifications across various channels, including SMS, Viber, email, and in-app messaging, thereby ensuring UnionBank can effectively connect with customers across different touchpoints, even those overseas.
According to Bankero Marc S. Angeles, UnionBank’s Head of Low Code Development and Automation, the implementation of Moments has significantly enhanced the bank’s notification frequency. The engagement throughput for Quick Loans has multiplied by five, resulting in a substantial boost in conversions. Angeles also highlighted that the platform’s usage will expand to encompass all of UnionBank’s offerings, ultimately benefiting the entire banking system.
In line with UnionBank’s efforts to enhance onboarding and user experience, InfoBip Asia-Pacific Sales Director Cecile P. Tizon emphasized that Moments will enable a personalized welcome sequence for new bank customers. The platform’s adaptive capabilities will also adjust campaigns based on individual user activities, ensuring tailored and effective engagement.
UnionBank’s move to expand its customer engagement capabilities aligns with its commitment to further financial inclusivity and streamline its communication strategies. The bank’s net profit growth of 6% in the first half of the year underscores the success of its consumer-focused initiatives, which include leveraging innovative solutions like the Moments platform.