Client Brief Client Requirement The client is a diversified full service bank active in all banking services that include corporate, retail and commercial banking services, as well as in the areas of treasury derivatives, infrastructure finance, private banking and wealth management. Its strong franchise is supported by a network of 150+ ATMs and 50+ branches in UAE. The client wanted to optimize its online customer experience by delivering targeted content across multiple customer touch points and ensuring that the online information was fresh, consistent and of high quality. They were looking for a robust web content management (WCM) solution that was scalable, user friendly and could be implemented quickly. The bank did not want to outsource the website maintenance to an external web agency, instead they were looking for a partner who could provide a content management solution where the business users would be empowered to edit content themselves without having to rely on anyone else to make it live. Case Study Overview Customer Industry Challenge Solutions Benefits A leading Commercial Bank in Middle East Banking The client wanted to optimize its online customer experience by delivering targeted content across multiple customer touch points and ensuring that the online information was fresh, consistent and of high quality Ÿ SDL Tridion based Web Content Management Solution Ÿ Provision of Local Language Support Ÿ Website maintenance cost reduced by 50% Ÿ Bank improved customer acquisition and retention rate and thus could achieve better financial results HCL helped a Leading Commercial Bank in ME Enhance its Online Customer Experience by deploying Web Content Management Solution
Transcript
Client Brief
Client Requirement
The client is a diversified full service bank active in all banking services that include
corporate, retail and commercial banking services, as well as in the areas of treasury
derivatives, infrastructure finance, private banking and wealth management. Its strong
franchise is supported by a network of 150+ ATMs and 50+ branches in UAE.
The client wanted to optimize its online customer experience by delivering targeted
content across multiple customer touch points and ensuring that the online
information was fresh, consistent and of high quality. They were looking for a robust
web content management (WCM) solution that was scalable, user friendly and could
be implemented quickly. The bank did not want to outsource the website maintenance
to an external web agency, instead they were looking for a partner who could provide a
content management solution where the business users would be empowered to edit
content themselves without having to rely on anyone else to make it live.
Case Study
OverviewCustomer
Industry
Challenge
Solutions
Benefits
A leading Commercial Bank in Middle
East
Banking
The client wanted to optimize its online
customer experience by delivering
targeted content across multiple
customer touch points and ensuring
that the online information was fresh,
consistent and of high quality
Ÿ SDL Tridion based Web Content
Management Solution
Ÿ Provision of Local Language
Support
Ÿ Website maintenance cost
reduced by 50%
Ÿ Bank improved customer
acquisition and retention rate and
thus could achieve better financial
results
HCL helped a Leading Commercial Bank
in ME Enhance its Online Customer
Experience by deploying Web Content
Management Solution
Solutions Offered
After extensive evaluation, the bank selected SDL Tridion for
their web content management requirement and HCL
Infosystems MEA, an expert in SDL solution implementation as
an implementation partner for this project.
The portfolio of solutions offered by HCL & SDL Tridion included
the following-
Ÿ The bank's main website was hosted in English and Arabic
with consistent branding and updated content. This was done
using SDL Tridion XHTML and cascading style sheets. HCL
created the initial templates and migrated the legacy data into
the new CMS. The implementation took just 21 days.
Ÿ The websites of the subsidiaries of the bank were also hosted
on SDL Tridion just like the main website. This included the
real estate management arm of the bank, brokerage services
division, Islamic Financial Services division and rewards
program site for bank's customers.
Ÿ SDL Tridion - This product was deployed to control the entire
digital ecosystem from one platform, giving the content
contributors full control over content creation, audience
targeting, multi-channel distribution, language translations,
campaign management and site analytics.
Ÿ Audience Manager, a feature of SDL Tridion was deployed to
understand who was visiting the site and where they were
coming from.
Ÿ The bank has also deployed communication statistics to find
out the popular segment or content on the site. The objective
was to enable the bank to optimize content and make
adjustments based on visitors' interests.
Ÿ SDL Outbound Email was deployed to create targeted
messages for different segments of customers and to track
customers’ opened mails and clicks on a particular site call to
action to a landing page or mini-site. For example, credit card
users could be segmented based on the type of card
(platinum, gold and classic), and each of those segmented
groups could get specific communication accordingly. HCL
completed the entire implementation of outbound mail in
just 9 days.
Business Benefits
Ÿ Website maintenance cost reduced by 50%
Ÿ Bank improved customer acquisition and retention rate and
thus could achieve better financial results
Ÿ System improved the productivity of business users by
empowering them to make changes on the website anytime
with proper content authorization via an effective workflow.
Ÿ System helped the bank increase customer engagement as
the bank could send personalized communication to the
target audience based on their interest and preference
HCL Infosystems Ltd. with revenue (LTM) of Rs. 8297 crores (US$1.4 Bn) is India's Premier Distribution and IT
Services and Solutions Company. HCL Infosystems' has one of the largest sales & distribution network in the
country and provides value added distribution for partners including last mile connect and support in marketing and
promotions for Telecom, IT , Office Automation and Consumer Electronics products covering more than 15000
towns across 664 districts in India. Our distribution business has an unparallel network that reaches more than
100,000 retail outlets, over 800 Direct and Micro Distributors and over 12400 Channel Partners across India.
In the services space the Company has robust services offerings such as a comprehensive portfolio of
