CHALLENGE
Maintain website as the key source
- Maintain website as the key source of truth for 1.3M customers; 2.65M visitors to access content, products and services
- Bring three separate sites/portals together to meet customer expectations & serve business needs
- Respond to additional demand for financial help following COVID-19 crisis
SOLUTION
Solutions used
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 9.2)
- Sitecore Experience Database (xDB)
- Sitecore Email Experience Manager (EXM)
- Path Analyzer
- Sitecore Marketing Automation
- Sitecore Experience Analytics Tools - xAnalytics
- Sitecore Services
- Integrations include:
- Microsoft Azure PaaS
- webMethods
- Internal systems (billing, water usage etc.)
OUTCOME
Increased traffic and time on site
- Increased traffic by 28% and time on site by 14% with 48% more pages per session
- Improved ease of use and access
- Drove down cost to serve, through less demand on call center resources
- Improved engagement with 24% more log-ins
- Self-service transactions up 29%
- Raised positive rating for content from 39% to 77% over a month
- Simplified key functions: e.g. account balance requests which was used 33K times after launch
- Ensured a swift, efficient response to COVID-19 with introduction of additional financial services; 90% of requests fielded online rather than by phone.
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