Financial Institution Banks on Sitecore for Managing Multiple Websites, Languages, and Devices
Berner Kantonalbank | Banque Cantonale Bernoise (BEKB | BCBE) is a full-service, Swiss regional bank serving 500,000 customers via 75 branches, 15 mobile banking points, and an online banking solution. The bank offers deposit accounts, mortgages, personal and business loans, credit cards, asset management, and retirement planning. With more than 65,000 stockholders, it’s also one of the Top Ten Swiss Companies in terms of broad public ownership. An aging website infrastructure was keeping the BEKB | BCBE from providing its customers with the type of experience they had come to expect from their bank. Therefore, it was time for a major overhaul. The main objective for the new online experience was for customers to be able to quickly and easily find what they need. This meant that the bank’s three main websites needed to present information in layman’s terms, create an approachable and friendly experience, and enable customers to contact the branches and advisors as quickly as possible.
The original websites for the BEKB | BCBE were created in the early 2000’s, which meant the technology driving the experience was very out-of-date, including everything from the antiquated markup language to content created using tables. This made maintenance across the three websites extremely time-consuming and hindered the bank from quickly and cost-effectively adding new features and functions to its websites.
Based on the limitations of its previous technology, BEKB | BCBE decided it needed a new online strategy, information architecture, user interface, web design, content management system and search engine optimization strategy. The goal was to deploy new websites that would be intuitive and informative, whilst supporting accessibility and mobile devices, which would provide an optimized user experience. The future layout of the three websites would give each website a personal touch, while keeping the brand strongly recognizable throughout.
The bank chose Sitecore for its wealth of possibilities, including enterprise-class support for managing multiple sites and languages efficiently and effectively. Unic, a Sitecore partner, developed a contemporary design using accessibility principles for the vision-and hearing-impaired as well as an adaptive design to cater to mobile devices. With the goal of customer ease-of-use in mind, Unic employed innovative, dynamic elements such as a contact slide-out, a slider on the start page and a mega-footer for the new user interface.
The new websites include integration with third-party systems such as the BEKB | BCBE’s e-banking system, back-end systems for processing information for new accounts and loans and an interface to the bank’s market commentary service. This integration enables customers to open a bank account or custody account (trading options), or to apply for a mortgage or loan online.
Within an accelerated, four-month time frame, all three new websites and two mobile versions were launched with support in both German and French. Now customers can take advantage of a robust branch and customer advisor search, attractive market charts, a download center for brochures and forms and a geo search on mobile devices which lets customers know where the nearest ATM is based on their current location. One major indicator of success for the websites is the increase in online requests for accounts that have been received since the launch.
With Sitecore, the BEKB | BCBE’s time to market with new information is much faster than before and the bank sees the opportunity to further expand its channel usage for customer engagement. Future plans already include incorporating Sitecore’s digital marketing and personalization capabilities into the bank’s marketing strategy.
Solution Special Ingredients:
- Sitecore 7
- Webforms for Marketers
- Sitecore Digital Marketing
- News, CacheManager, UrlMapper, and ItemUnlocker from Unic (Sitecore Partner)