Case study · Banking

One social listening framework for a bank with many lines of business

How Trellist gave a national bank a structured, consistent social listening framework for its many lines of business, with a gap analysis, a multi-channel rollout strategy, and a competitive benchmarking and dashboard approach.

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Client: Leading national bank
Industry: Banking
Services: Infrastructure Engineering Dashboarding Customer Intelligence & Data

The challenge

Our client, a leading national bank, has many lines of business, and each one has reasons to listen to what customers and the market are saying on social. Without a shared approach, those efforts can drift apart in method, coverage, and quality.

The bank wanted a structured, consistent framework that every team could use. It had to scale across very different functions and still produce insight that could be compared from one part of the business to another.

What we did

Trellist assessed where the bank's listening stood today, then designed the framework and the plan to roll it out.

A gap analysis. We reviewed the current state of social listening and delivered recommendations for a framework that could scale across the organization.
A multi-channel rollout strategy. Trellist planned how the framework would reach teams performing different functions across the bank, so each could adopt it in a way that fit its work.
Competitive benchmarking. We built a robust approach for measuring the bank's social presence against competitors, giving every line of business a common point of reference.
A dashboard strategy. Trellist defined how listening insight would be surfaced in dashboards, so teams could see what matters to them and leaders could see the whole picture.