BOK Financial Corporation is one of the top 25 banks in the U.S. today. To navigate compliance and regulations risk-free, BOK Financial relies on HootSuite Enterprise Solutions in conjunction with the Global Relay partnership integration. They now view social media as an opportunity, not a risk.

1. 1CASE STUDY: BOK FINANCIAL
CaseStudy:
BOKFinancial
Businesses are Banking on Social
2014 is a big year for banks. Now that regulatory audits acknowledge
social media, banks look to scale their social strategies. But navigating
regulations and social media to achieve the greatest return for the bank,
shareholders and customers can be challenging.
Today, most banks use social to connect with customers and better
understand their experience. However, innovative banks are driving
employee engagement and embedding social into existing operations.
This improves their customer relationships, services and efficiency.
BOK Financial Corporation, one of the top 25 banks in the U.S., is an
example of a financial organization integrating social in their business.
To remain compliant on social media, BOK Financial relies on Hootsuite
Enterprise Solutions in conjunction with the Global Relay partnership
integration.
Based in Tulsa, Oklahoma, BOK Financial has
more than 4,700 employees over eight states
and ten markets. BOK Financial Corporation
is a publicly traded regional financial services
company that operates the following divisions:
‹‹ Bank of Albuquerque
‹‹ Bank of Arizona
‹‹ Bank of Arkansas
‹‹ Bank of Kansas City
‹‹ Bank of Oklahoma
‹‹ Bank of Texas
‹‹ Colorado State Bank
and Trust

2. 2CASE STUDY: BOK FINANCIAL
Challenges of Securing Social Media
BOK Financial’s top social business goals are to promote financial
literacy and build an engaged community across their bank brands.
To ensure enterprise-wide risk management, BOK Financial executives
faced several challenges regarding the security and control of social
media:
‹‹ Archiving all digital communications for compliance and regulations
‹‹ Compliance pre-approval for outbound social communications
to mitigate risks of employees engaging with customers in
uncontrolled environments
‹‹ Sync social with existing compliance and customer service
technologies
Achieving Success
Archiving Social Communications
One of the predominant reasons that BOK Financial’s executive team
chose to integrate Hootsuite Enterprise across their organization is due
to the Global Relay integration.
In a 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.
Hootsuite Integration Partner
Global Relay Archive
With Hootsuite Social Compliance, outbound
social media communications sent through
the Hootsuite dashboard are automatically
archived by Global Relay.
Global Relay is an archiving vendor designed for the
financial industry, including 22 of the top 25 global
banks. It is third-party validated under the SSAE 16
auditing standard, and the only message archiving
vendor in FINRA’s Compliance Resource Program.
“The Global Relay
integration’s
comprehensive
social media
pre-approval,
surveillance and
archiving solution
provides that
piece of compliance
that other platforms
are missing.
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

3. 3CASE STUDY: BOK FINANCIAL
Compliance Pre-Approval for Outbound Social
The Hootsuite dashboard is well equipped with security and control
features for further protection. For example, Hootsuite’s limited
permissions allows management to pre-approve all messaging.
This feature allows BOK Financial’s teams to safely collaborate and
contribute to conversations. One of the ways that BOK Financial is
an innovative bank is in their use of social media across their entire
organization. Their customer service, marketing, HR and executives
alike can contribute to brand conversations.
Working Together with Existing FSI Tools
The customer service team must listen to customer conversations
taking place in different markets. To do this, they have streamlined
dashboards watching many channels. Hootsuite Teams allows them to
collaborate on messaging and view inquiries’ progress. This set up also
lets them redirect conversations to secure sites for liability reasons.
Results: A Secure and Compliant
Social Media Presence
BOK Financial is closer to their goal of sharing financial insights with
their growing community. Given the security and compliance tools
available, their team views social media as an opportunity, not a risk.
Analytics prove that community involvement posts are some of their
most engaging content. It also helps them understand which of their
markets are responsive to certain initiatives. Knowing this, they can
tweak their social strategy to grow their audience.
“Limited permissions
and Global Relay
allow me to scan
outbound messages
for compliance
and best practices.
Likewise, having
those conversations
archived is great
for educating
our employees.
Together we can
empower teams to
be ambassadors”
Janet Gunzenheiser,
Social Media Strategist, BOK Financial