Businesses are Banking on Social Media: A BOK Financial Case Study

Blog   /   Social
March 28, 2014

BOK Financial Corporation is one of the top 25 banks in the U.S. today. They wanted to promote financial literacy and build engaged communities across their bank branches on social media, but in the financial services industry, security is of the utmost importance. To navigate compliance and regulations risk-free, BOK Financial relies on HootSuite Enterprise Solutions in conjunction with the Global Relay partnership integration. BOK Financial now views social media as an opportunity, not a risk.

What They Did

2014 has huge potential for banks and other FSI organizations. Regulatory audits now acknowledge social media as a significant channel to connect with customers. In order for BOK Financial to meet their goals and scale their social strategy, they had to:

  • Archive all digital communications for compliance and regulations.
  • Pre-approve all outbound social communications for compliance to mitigate risks of employees engaging with customers in uncontrolled environments.
  • Sync social with existing compliance and customer service technologies.

How They Did It

In a highly regulated industry, BOK Financial must archive all communications for federal reference. HootSuite Social Compliance archives all dashboard communications with Global Relay. This information is available for easy access by a permitted team member.

“The Global Relay integration’s comprehensive social media pre-approval, surveillance and archiving solution provides that piece of compliance that other platforms are missing” – Janet Gunzenheiser, Social Media Strategist, BOK Financial

As a highly innovative bank, BOK Financial uses social media across their entire organization – from customer service, marketing and HR to executives and ambassadors. To manage teams, conversations and pre-approve messages for compliance, BOK Financial relies on HootSuite Teams, Limited Permissions and Scheduler.

“HootSuite’s security and monitoring capabilities lets us build relationships, but ensures that private data isn’t shared” – Janet Gunzenheiser, Social Media Strategist, BOK Financial