Empowering a digital banking leader through a new interactive, customer-centric website which has increased lead generation by 2,100%.
Permanent tsb chose Engage as its digital partner to create a new market-leading website which would meet and exceed the demanding expectations of online banking customers and most importantly – deliver business results.
"Through integration of Episerver, Engage have given us a roadmap for continuous improvement to deliver better experiences for customers and better results for the business."
Permanent tsb chose Engage as its partner for this ambitious, technical project which had two key objectives in mind:
An extensive user experience research and stakeholder engagement phase (in partnership with our UX Partner - Fathom) delivered some highly valuable insights into customer behaviours, preferences and highlighted opportunities to improve the experience. The Engage creative design team were challenged to bring the meticulously designed suite of wireframes to life, building on the brand guidelines which had evolved throughout the project.
Episerver CMS was selected as Digital Marketing & CMS platform of choice due to its highly intuitive, flexible and modular layout control, capabilities for A/B testing, personalisation and integrations to CRM and social media channels.
Give Customers Value And You'll Get Value In Return
Permanent tsb customers now have a website which is designed for them. It effectively facilitates the most important customer journeys seamlessly across all devices. They can use and access the permanent tsb website equally well across desktop and mobile. Branch and ATM finders with geo-location support on mobile also help for those rainy days on route to the bank.
With the addition of new money saving calculators, informative infographics and a new Help & Support section with self-service functions, users have more control and can take action quickly and independently.
And, as there is greater connectivity between web, cRM and call centre, customer support is better and continues to improve.
The project and strategy was customer-centric but it has had significant increased internal staff benefits too.
Permanent tsb staff now have:
This iteration of the site was launched in July 2016 but work continues to deliver new and improved features for customers, making the banking experience easier, more efficient and we hope pleasurable.
The next big thing for permanent tsb is to look at sales automation and allowing customers to take products and transact on a sales level remotely. They are looking to use Episerver and the continued strategic partnership with Engage to build secure document uploading to support many of the banking products.