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CASE STUDY | 12 MINUTE READ

Building a Richer Online Client Experience for an Italian Bank

BPER Banca used Liferay to quickly launch a more engaging and personalized website. 
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Logo
100%
increase in sales leads
25 Million
sessions in the first 9 months 
15,000
leads in the first 9 months
Outline
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Key Takeaways

  • Digital transformation is an essential evolution for companies.
    In order for BPER Banca to grow and better serve their customers, they realized that they needed to modernize their online digital presence.
  • Connect solutions in a multichannel customer journey.
    The website is only the first step of the customer journey. By integrating it to work alongside other solutions, customers receive a seamless and connected digital experience.
  • Scalability accelerates time-to-market.
    Now BPER Banca is able to scale their solutions faster and provide the solutions their customers want in a timely manner.

Background

BPER Banca is the parent company of BPER Group, the third largest Italian banking group in terms of profit. The bank has a widespread presence throughout the country with about 1,414 branches, more than 30 business centers and private banking centers and 4.3 million customers. 
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Challenges

The bank realized their existing platform was obsolete and needed a new solution to modernize its online digital presence. 

Their current website did not:
  1. Integrate efficiently with other channels. Because BPER Banca was unable to connect to their lead generation systems and CRM, this prevented the bank from creating a seamless omnichannel journey for their customers.
  2. Support mobile-first experiences. In order to meet the needs of the market and support lead generation, BPER Banca would need to build their site from a mobile-first perspective. 
  3. Guarantee high-level performance. The site suffered from stability problems, making it difficult to publish content quickly based on business needs.
Ultimately, BPER Banca wanted their site to be the starting point for customers, offering access from any device and personalized experience based on the user. 
Thanks to Liferay technology, BPER Banca can now relate to customers and prospects in new ways. This represents a very concrete support to marketing and communication strategies, especially when the team can undertake new digital campaigns overnight.
Sabrina Bianchi
BPER BANCA COMMUNICATION 

Implementation

BPER Banca ultimately chose Liferay for its agility, ease of use, and flexibility. Together with SMC, a trusted Liferay Platnium Partner in Italy, they were able to tackle a complex project involving several business functions to quickly launch intuitive solutions that were scalable and reliable.
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Results

With its new website, BPER Banca was able to renew its digital image, while remaining faithful to its brand, further cementing their image as a bank that is close to its people and open to dialogue. 

“We were able to meet all the needs expressed by business users, with an attractive website which uses cutting-edge technology such as audience targeting, animations and videos,” said Fabio Falzoni on the IT team of BPER Banca.

The BPER Banca site was developed to simplify the customer’s browsing experience with features such as: 
  • Personalized content 
  • Mobile-first approach 
  • Optimized navigation 
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The site has also increased internal efficiency, drastically cutting time-to-market for online solutions. Marketers are able to leverage features such as:  
  • Advanced content management 
  • Landing pages and micro-site creation 
  • Ability to target content based on navigation and user 
Within 9 months of implementation, BPER Banca has seen: 
  • 15,000 contact requests
  • 25 million sessions recorded 
  • 100% increase in sales leads 
The site was even recognized as the best portal in the “Banking & Insurance” category at the 2018 Interactive Key Awards. 

“Thanks to Liferay technology, BPER Banca can now relate to customers and prospects in new ways. This represents a very concrete support to marketing and communication strategies, especially when the team can undertake new digital campaigns overnight.,” adds Sabrina Bianchi, Brand & Marketing Communication Manager at BPER Banca.
 
For more information, please contact [email protected].