United Bank Limited (UBL) Leverages Oracle Cloud to Help Resolve Customer Experience Issues and Drive Advocacy

United Bank Limited (UBL), one of the leading banks in Pakistan with a customer base of over 4 million, went live with Oracle Cloud Applications to deliver a virtually seamless experience across listening, engagement, community management and analysis of bank’s social media efforts, with the project going live within 3 weeks.

With a network of over 40,000 customer touchpoints, including more than 1,400 branches, over 37,000 Omni Agents and over 1,400 ATMs, UBL wanted to explore exciting new ways to connect to its vast network in real time, having substantially invested in a number of digital banking initiatives. The Bank wanted to establish a reporting mechanism to understand how customers react to their digital marketing activities, while actively engaging in maintaining a positive and consistent brand image across multiple social media channels.

“Our Collaboration with Oracle will allow us to understand our customers’ needs better by focusing on all three pillars of social listening, social analytics and social engagement,” said Sharjeel Shahid, Group Executive - Digital Banking, UBL.

Oracle Social Cloud enables UBL to reach out to its wide network of global consumer audience and enhance its brand image across different social platforms. It also helps the bank to analyze various social conversations in detail and classify them into different categories to be further routed to concerned departments.  

“By fundamentally changing the way organizations connect with their different stakeholders, social is changing the rules of business,” said Syed Azam Abidi, Applications Head, Oracle Pakistan and Afghanistan. “With Oracle Social Cloud, we are empowering UBL to embrace this change by integrating the tools required to listen, engage, create, market and analyze social interactions through providing their customers with a unique experience that can help drive brand loyalty and impact the Bank’s bottom line.”

Oracle Social Cloud, is the industry’s first unified social platform that delivers a seamless experience across different social platforms. It is integrated with key Oracle Customer Experience (CX) applications in order to enable organizations to use data-driven marketing insights to identify new growth opportunities and maintain strong existing customer relationships. The Bank will be further able to run reports in real time to determine its Klout score during digital marketing campaigns or analyze negative social media disparaging, helping them to expand customer retention and refine digital marketing policies.

The project was awarded to Oracle in August 2018 and was implemented by Integration Xperts, a Gold level member part of the Oracle PartnerNetwork.