From 4 Months to 17.6% Conversion: How Slovakia’s Largest Bank Turns Moments into Loyalty
Slovenská sporiteľňa, Slovakia’s largest retail bank and a member of Erste Group, achieved measurable business value in just 4 months and drove 17.6% conversion in its first proof of concept — transforming customer engagement with SAS technology implemented in partnership with Trask.
In today’s fast-moving financial landscape, delivering content, offers, and experiences tailored to each customer’s context, preferences, and behavior is no longer optional — it is a competitive necessity. By focusing on unique customer needs, the bank drives engagement, conversion, and brand differentiation through hyperpersonalized interactions. With SAS’s advanced decisioning, the bank reacts in seconds, turning everyday moments into opportunities for stronger relationships and sustainable growth.
Business Impact in Numbers: Real Results
- 4 months to first business value – measurable results delivered fast.
- 17.6% conversion in a consumer lending proof of concept – clear proof of personalization’s business impact.
- From hours/days to event-driven engagement – events are captured instantly, with tailored responses delivered after 4 hours, when they create the strongest business impact.
- Seamless engagement – in this use case via email, with the option to extend to web, mobile app, SMS, personal banker outreach, and potentially social media.
- High degree of dynamic personalization – one template can generate dozens or even hundreds of unique variants.
- Customer-first engagement – turning negative events into loyalty-building moments.
The Strategic Edge
- For customers: faster, more personal, more helpful.
- For the bank: higher conversions, stronger loyalty, and a clear competitive edge in a crowded market.
The Challenge: Relevance and Speed in the Digital Age
In a world where customers expect instant, relevant interactions, Slovenská sporiteľňa faced familiar challenges:
- Campaigns took too long, missing the optimal moment.
- Decisions relied on outdated data, lowering conversion potential.
- Engagement felt generic rather than personal.
These issues risked eroding loyalty, limiting cross-sell, and creating space for faster competitors.
The Solution: Real-Time Personalization at Scale
Working with Trask, the bank implemented a real-time marketing platform powered by SAS. The solution enables the marketing team to:
- Detect key customer events instantly — from large deposits to declined card payments abroad.
- Decide the best next action using customer profiles, behavioral data, and predictive analytics.
- Engage in the moment through the right channel — push notification, app banner, SMS, or a call from a personal banker.
Designed and delivered with Trask, the platform is scalable, future-ready, and seamlessly integrated into existing systems.
Example
If a customer’s card payment abroad is declined, the system immediately sends an apology and offers a temporary credit limit increase within minutes. The result: the customer continues shopping without disruption — and a negative moment becomes a loyalty-building experience.
About Slovenská sporiteľňa
Founded in 1819, Slovenská sporiteľňa is the largest bank in Slovakia, serving millions of customers in retail and business banking. As a member of Erste Group — a leading financial services provider across Central and Eastern Europe — the bank benefits from a shared innovation strategy that drives digital advancement and customer-first transformation at scale.
About Trask
Trask is a leading technology and consulting company specializing in innovative, business-driven solutions for the financial sector and beyond. As a trusted long-term partner, Trask helps organizations design transformation roadmaps, implement advanced platforms, and achieve measurable outcomes. Its approach combines deep industry expertise, modern technology, and agile delivery to ensure lasting impact.
"Our goal was to ensure that every interaction — inbound or outbound — reflects the full customer context and delivers the most relevant message in the moment. With SAS and Trask, we made this a reality in just four months, and our first proof of concept delivered a 17.6% conversion rate. " Simona Štúrová - Head of CRM and Digital sales, Slovenská sporiteľňa
