Digital Customer Cards in Smartphone Wallets: Innovative Solution for Modern Customer Communication

Digital wallets used on smartphones have established themselves as a practical solution in recent years. Not only do they replace physical cards and documents, but they also offer a convenient, centralized platform for various applications—from boarding passes to customer cards. In practice, they simplify document handling and provide a smart way to quickly access essential information.

These advantages can also be applied to customer communication. Just as digital boarding passes enable paperless check-ins, digital customer cards help companies simplify access to their services while enhancing the customer experience.

Advantages of digital customer cards

1. Always accessible

The digital customer card in the wallet is always available, allowing customers to store key information like customer numbers or contract details directly on their smartphones. This eliminates the need to search for physical cards or paper documents, ensuring that all relevant data is readily at hand—whether during direct customer interactions or when accessing online services. This convenience reduces friction at every touchpoint.

2. Direct access to digital services

With a digital customer card, customers can easily and quickly log into a company’s online services. Acting as an authentication tool, the card eliminates the need for additional passwords or app installations. This reduces service center inquiries, increases user-friendliness, and enhances efficiency, ultimately improving the customer experience.

3. A new communication channel

Digital customer cards provide companies with a direct channel to communicate with their customers. Through push notifications, companies can send important updates, personalized offers, or marketing campaigns quickly and cost-effectively. This form of communication allows companies to address customer needs efficiently and effectively.

4. Card sharing and referral marketing

Another exciting feature is the ability to share digital customer cards from one smartphone to another. This is especially useful for referral marketing, promotional campaigns, or other creative advertising initiatives. Customers can forward the card to friends or family, extending the reach of offers and potentially attracting new customers.

Integration into the BSI Customer Suite

For companies looking to implement a digital customer card, BSI Software, in collaboration with Berlin-based technology company Miss Moneypenny Technologies GmbH, offers an easy solution for seamless integration.

As a long-time BSI integration partner, ajco has developed corresponding steps within BSI CX, enabling the creation, activation, or deactivation of digital cards and the sending of push notifications directly through the BSI Customer Suite. With minimal IT effort, the solution can be smoothly integrated into existing customer journeys.

Conclusion: Simple solution with great potential

The digital customer card in wallet format is a simple and practical solution to enhance customer communication and experience while optimizing internal processes. By providing customer data on smartphones, enabling direct access to online services, and facilitating push communication, digital wallets offer companies numerous opportunities. Easy integration into existing systems makes implementation straightforward and fast. Companies adopting this technology can position themselves as innovative leaders and elevate their customer communication to the next level.

About the author

Ulrich Höner zu Bentrup, Principal Consultant, Head of Department BSI Software / CRM and CXM, ajco solutions GmbH

Ulrich Höner zu Bentrup studied at Johann Wolfgang Goethe University in Frankfurt and worked for several years at the software provider update Software AG. Since 2016, he has been with ajco, overseeing large-scale CRM implementation projects for clients.

About ajco

ajco is part of the renowned Consileon Group, a consultancy with over 500 highly qualified consultants. ajco specializes in advising medium-sized and large companies across various industries. The company focuses on sales, service, and marketing, offering tailored solutions to help clients optimize their sales activities, deliver excellent customer service, and implement effective marketing strategies.

About Miss Moneypenny

Miss Moneypenny Technologies GmbH empowers companies to use native digital wallet apps, Apple Wallet & Google Wallet, as powerful tools for engaging and interacting with users. Its SaaS solution, "Wallet Studio," is a digital wallet engagement and automation suite, transforming digital wallet cards into dynamic, interactive, and indispensable communication hubs.
With 4 billion people already using digital wallet apps, Miss Moneypenny extends their functionality beyond payments and loyalty programs to include innovative use cases.