Kapital Bank Turned Data Into Growth

About Kapital Bank: Kapital Bank was founded in 1874 and is headquartered in Baku. It is a leading financial institution in Azerbaijan, serving more than 5 million individuals and 22,000 legal entities. It runs a large service network of 120 branches and 50 departments, bringing banking to urban and rural areas alike.

The Challenge: Kapital Bank wanted to improve customer activation, retention, engagement and sales by using its large volume of customer data. The goal was efficient conversion and steady incremental uplift through dynamic journeys that reach customers at the right moment.

To do that, the bank needed a platform that could process very large volumes of data as events happen. Standard CRM and CDP tools struggled with this. They often rely on SDKs and engagement platforms to collect and process data, which raises privacy and compliance concerns for an institution of the bank's size. The existing systems also lacked the agility and scale to run journeys based on event and action scenarios.

In short, the bank needed to unlock the value of its data while keeping it secure and compliant.

Why Kapital Bank Chose Evam: Evam has a proven record across banking worldwide. Kapital Bank also had employees who had worked with Evam before and valued its versatility across many scenario types. The bank judged that Evam could integrate seamlessly and much faster than other solutions on the market.

The Solution: Kapital Bank rebuilt its customer engagement around contextual, event-action scenarios. Evam's data processing, journey design and event management were integrated into the bank's systems within three months.

After that, the bank launched 20 unique scenarios a month and now has 96 active scenarios running across multiple channels. Evam gave the bank three things:

A full view of the customer journey. Mapping each touchpoint let the bank engage customers across their whole lifecycle.

Event-based campaigns. Triggers set off personalized interactions at the right moments and lifted conversions and satisfaction.

Omnichannel orchestration. Customers are reached where they are most active, from app notifications to SMS, with a consistent experience across channels.

The Results: Event-triggered campaigns delivered 16% more incremental sales than bulk send-outs, with deposit sales as the standout result.

Cash loan upsell offers produced 2.5% incremental sales from real-time touches. Cash advance promotions delivered 3% incremental sales compared with the control group.

The bank launched 9 lottery campaigns. Live updates on the chances each customer had earned kept them engaged through each campaign.

App download campaigns raised daily first-time downloads by 6% and total daily downloads by 15%, which widened customer access to the bank's digital services.

"EVAM is a great platform for building increment by configuring real-time scenarios based on events and actions, using multiple channels and logics." Kapital Bank Representative