Conversions Increase by 30% for Prestigious European Bank
Key Takeaways
- Reduce infrastructure costs and physical footprint by migrating to the cloud.
KBC Bank Ireland’s website is more secure and highly available on the cloud, allowing the IT team the time to focus on other projects. - Increase customer conversion rate with a great customer experience.
KBC Bank Ireland’s website has converted 30% more customers after go-live, with users raving about their newfound ability to self-service without hassle. - Go to market more quickly with the agile method.
KBC Bank Ireland used Liferay's agile-friendly technology to design and build the website with partners WONDR and Webtown. They developed and launched the first phase of their website in four months.
Background
Challenges
- Poor user experience.
Through an intense feedback-gathering process, the team discovered that users were having trouble performing tasks like submitting applications, with the website using hard-to-understand language. - Slow time-to-market.
Because updates to the website took so long, the team couldn’t publish important rollouts like new products fast enough. - Lack of tracking capabilities.
Behind the scenes, the team wasn't able to monitor site visitors or conduct A/B and multivariate testing in order to understand users better.
Implementation
KBC Bank Ireland's ambition was to deliver a cloud platform as part of the project but needed support to help them evaluate the best way to do so. Liferay met and even improved upon those requirements. KBC Bank Ireland became the first European bank to host a solution on Liferay PaaS.
WONDR worked in collaboration with Webtown, a Liferay Multinational Platinum Partner, to deliver the solution. Once the implementation process started, the team was able to go live with Phase One of the new solution in just four months, using an agile approach supported by Liferay that enables quick development and strategically staged rollouts.
Results
- Self-service by submitting an application for an account or loan, download and upload necessary documents, start the mortgage process, and more
- Find readily digestible product and service details to help them make informed decisions
- Switch over their banking services to KBC Bank Ireland easily
- 30% increase in customer conversion.
As a result of the rigorous work KBC Bank Ireland and WONDR put into identifying and categorizing their users and improving the overall website experience, it’s easy and rewarding for users to go through the entire customer journey.
With Liferay as the foundational technology, the website is faster, responsive for their mobile users, and adheres to accessibility standards, all out of the box.
Stellar website performance. - Bolstered security with Liferay PaaS.
Migrating to the cloud has freed up the IT team for other crucial projects while giving them assurance that their solution is highly-available and conforms to their strictest security standards. - Frequent content and development releases.
Now that business users can publish quickly through Liferay’s friendly CMS and developers can use the agile method for their updates, time to market has decreased. - Robust tracking and monitoring.
With new and better insights into user behavior on the website, the team can make targeted changes and refinements to the buyer's journey.