Client:

A global consumer and wealth management bank.

Challenge:

The bank was struggling to drive customer acquisition through digital channels due to fragmented experiences and limited visibility into journey performance. The customer experience was fractured across mobile app and web, leading to low app downloads, poor engagement, and gaps in measuring campaign effectiveness.

Acquisition efforts spanned multiple channels — paid social, SEM, and email — but lacked a unified measurement approach. Attribution gaps limited visibility into campaign performance, while conversion tracking could not measure outcomes beyond initial interactions. Mobile engagement was another blindspot, with the bank focusing only on installs without tracking deeper in-app activity. Scattered data across digital touchpoints prevented a holistic funnel view, reducing the efficiency of channel spend and making ROI optimization difficult.

Solution:

eClerx partnered with the bank to deliver a comprehensive digital journey orchestration framework, designed to unify measurement, optimize attribution, and enable mobile-first customer acquisition.

We implemented OneLink and in-app event tracking, providing end-to-end visibility across web-to-app journeys. Campaigns were enhanced with SmartScript-generated OneLinks, enabling dynamic optimization and unified reporting across channels. Advanced attribution modeling was built by integrating Google and Meta platforms, allowing the bank to measure performance more accurately, optimize spend allocation, and improve ROI.

Post-install analytics tracked deeper engagement behaviors such as form completions and product usage, turning app installs into measurable value drivers. Finally, unified reporting connected all digital touchpoints, giving the bank actionable insights into funnel performance and powering smarter decisions for customer acquisition.

Impact:

• 20% increase in app downloads driven by optimized web-to-app journeys
• 100% visibility across customer journeys with unified measurement
• Multi-channel attribution tracking implemented across paid social, SEM, and email
• <2 minutes delay in performance data, enabling near real-time optimization

By orchestrating digital journeys end-to-end and embedding advanced analytics, eClerx helped the bank accelerate mobile-first acquisition, optimize marketing spend, and deliver measurable ROI.