Campaign Transformation at Scale: From Manual Complexity to Automated Precision

BUSINESS CHALLENGE

A leading bank sought to accelerate campaign delivery, reduce manual workload, and improve customer engagement at scale. However, challenges routed in legacy practices and fragmented workflows hindered progress:

• Manual campaign briefing, via Excel and emails led to delays and frequent coordination error.
• Fragmented workflows across 8+ teams caused prolonged approval cycles.
• Disconnected systems and data silos weakened traceability and analytics, limiting the bank’s ability to optimize targeting and campaign performance.
• Complex configuration efforts across 11 systems had to be tracked manually by campaign team, risking misalignment and launch delays.
• Inefficient internal communications left customer-facing teams under-informed about new campaigns, leaving them unprepared to address customer inquiries.

HOW WE HELPED

To address the campaign management inefficiencies, DefineX led a comprehensive transformation initiative that streamlined operations, reduced manual effort, and improved agility across teams.

• Built a centralized campaign platform, enabling full transparency, better governance , and seamless collaboration.
• Consolidated campaign tools from 11 to 3, significantly reducing complexity and streamlining operations.
• Automated end-to-end campaign workflows, eliminating manual coordination and accelerating time-to-market.
• Enabled AI-powered targeting by establishing the infrastructure needed to classify and personalize campaigns based on real-time customer behavior.
• Deployed real-time campaign notifications, ensuring all stakeholders were aligned at every stage, from launch to customer support.

RESULTS ACHIEVED

The transformation delivered measurable improvements in operational efficiency, customer experience, and campaign agility:

Real-time campaign tracking improved visibility, early issue detection, and planning precision.

Fully eliminated the manual handover to customer support, turning a high-friction process into a zero-effort, real-time flow.

Operational execution time cut by 85%, from 120 minutes to 10 minutes, reducing errors and rework.