German Banking Network Monitor and Respond to Conversations at Scale

In the banking industry, reputation is paramount. After all, customers need to know a bank will be consistently reliable, convenient and secure before they entrust their savings to it.

The Organization

Sparkassen-Finanzgruppe (The German Savings Banks Finance Group) runs 417 savings banks under the Sparkasse brand in Germany. Each savings bank is independently run and managed, and concentrates its business activities on local clientèle. Rather than operating from the top down, this is a bottom-up kind of business.

The Challenge

When Sparkassen-Finanzgruppe approached social media monitoring firm Brandwatch for a single social media monitoring solution for its 350+ locally managed banks, Brandwatch knew they had their work cut out for them. In addition to needing a way to deliver robust yet relevant data to each of its branches, other priority goals for Sparkassen-Finanzgruppe included:

1. Topic monitoring to identify emerging themes and trends

2. Intelligent listening for potential crises

3. Reputation management

“The conversations on the social web have immense value. If a Sparkassen ATM is broken, for example, we often get quicker feedback from our social media monitoring than from the technical department” – Alexander Hauser, Head of Online Marketing

The Solution

Brandwatch provided a highly customizable platform designed to help Sparkassen achieve the following:

• Improve customer service through real-time monitoring
• Facilitate faster responses to prevent or manage PR crises
• Allow employees easy access to data and help them better understand social media
• Provide tailored reports to different departments throughout the organization and over 350 regional branches
• Have a flexibility tool that could adapt to its changing needs

The full case study awaits you here.