Crisis Communications Using a Call Robot – Case Nooa Säästöpankki

Nooa Säästöpankki’s automatic call bot Ukko is a good aid in crisis communications

The mood during the first weeks of the COVID-19 pandemic can be summarised in the famous remark by the legendary Finnish ice-hockey commentator Antero Mertaranta: “For heaven’s sake, what’s coming?” What came was confusion and chaos that bogged down the customer services of different companies to a large degree.

When it comes to our customer Nooa Säästöpankki, there was no need for the commentator to scream: “There’s the chance, why don’t you shoot?” They acted in an exemplary fashion with regard to communications in an exceptional situation, and that’s the reason I want to share this success story with everyone.

Nooa Säästöpankki reacted quickly to the COVID-19 situation with a successful proactive call robot campaign. Säästöpankki cares about people and personal service. For these reasons, using our call robot technology to call their customers was a good choice.

The campaign was implemented using the voice of CEO Esa Jäntti. The message explained the company’s flexible measures to the customers and provided information regarding the flexible use of services during the state of emergency.

The call also reminded the customers about security issues, for example, that the bank will never ask for a card number, PIN code, password or online banking credentials. The message helped the bank’s customers with finding the correct service channel for their requirements.

Using the call robot enabled the bank to contact a large number of customers in less than an hour. It was all done in a matter of tens of minutes. The timing of the call and the message content were carefully thought out. The calls reached 74% of all customers, and 61% of the customers who answered the call listened to the whole message.

Robocalls were one of the factors that helped the bank cope with customer service congestions. The bank acted fast and in a customer-oriented way. Well done, Nooa Säästöpankki, well done.

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