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Life is good., Pepco, Renown Health, Nova Scotia Power, Drexel, Southern New Hampshire University, Segway, Be Outdoors, Amelia Island, Ipswich, Visit New Hampshire, East Boston Savings Bank, Kinecta, Lawrence General Hospital, Owl's Nest Resort, Nashua Nutrition, Credit Union of Texas, Emerson Hospital, Nevada Realtors, BankPlus, United Community Bank, Fulton Bank, Loy Instruments, Georgia United Credit Union, Gems Sensors & Controls, American Dental Association, BorgWarner, Burndy, Watts
The Crawl, Walk, Fly Approach to CX Like the Big Brands
Your website is your largest branch and, equipped with the right tools, can be just as powerful. Understand the journey your customers take with you and learn to identify their needs so you can optimize the website experience and related digital channels to drive more engagement and leads. Spotify, Amazon, Venmo and other leading consumer brands provide a better customer experience by using data and insights to drive relevancy and personalization and integrate the experience with other channels. Learn how financial organizations like yours are starting to do it too. Hear from SilverTech as they show you several examples from banks and credit unions who are delivering the right message, to the right user, at the right time – and how you can too!
Nova Scotia Power Case Study
It’s exhilarating when you get to work with an organization that exudes positive energy, possesses visionary foresight and truly just cares about people. It became evident to us within the first few weeks of our partnership that Nova Scotia Power (NSP), with a relentless commitment to over half a million customers, was one of those special companies.
Hired for our experience with utilities, SilverTech agreed to work with NSP executive leadership to strategize and implement a large-scale digital transformation that would improve customer experience and customer satisfaction in all aspects of their business.
As you can imagine, that is no small feat.
Disjointed digital properties, numerous third-party systems, siloed data, and an evolving world where customers have high expectations for digital convenience, all make this a complicated challenge to solve. An initiative this massive takes more than marketing and technology skills. Fortunately, NSP and SilverTech have developed a working relationship built on trust and relying on each other’s expertise.
Developing a digital customer roadmap.
Every digital interaction must rely on the underlying technology. Improving the digital experience for NSP would require not only a redesign of user interfacing elements but also advanced technical expertise.
After understanding NSP’s environment and technical requirements to implement a digital transformation, SilverTech helped the utility to select Progress Sitefinity as the Content Management Solution that best matched the immediate and long-term needs. Sitefinity’s ability to manage shared content and workflows for multiple web properties, integrate easily with other solutions in the roadmap, and deliver personalized content to NSP audiences made it a sound decision.
Making a promise a reality.
The launch of a new and improved Nova Scotia Power public website is the first customer-facing step in NSP’s digital transformation. Read the case study to learn all the details.
Future-Proof Your Digital Transformation
Customers today have high expectations for engaging digital experiences. However, delivering these digital experiences requires a well-crafted and executed roadmap—especially given technical challenges like website sprawl, siloed data and complex integration scenarios with legacy and third-party systems.
Bank Plus Case Study
SilverTech worked with the team at BankPlus to develop a website that aims to overcome the industry-wide challenge of maintaining trust and reputation, by optimizing and increasing the value of the user experience for visitors to the BankPlus website.
We started by listening, educating, & advising.
SilverTech led multiple discovery sessions with BankPlus stakeholders to document feedback and ideas to support the development of the new website. Goals for the new websites digital experience included:
- Enhance the navigation to deliver product information in an easier more organized way
- Create a user-friendly mobile responsive experience
- Make the website the number one banking branch/location
- Connect members with bank advisors
- Better integrate with third party services
- Highlight the awarding winning reputation and community achievements – this set them apart from the competition
With those goals in mind, SilverTech and BankPlus chose the Progress Sitefinity content management solution (CMS) as the foundational platform for the new website that allows for superior content control.
SilverTech created several customized modules and widgets to provide a better digital experience for the BankPlus user. Proven widgets tested to conform to best practices and ADA compliance include:
- Team Member Module - allowing content manager a central location to store and manage all the team member and associate data.
- Locations Module - customized to find the location nearest the user. Additionally, each page has a “Find Locations Near Me” widget for easy access.
- Rates Module - including a rates by zip code extension allowing for rates within the table to be associated with a region or a single zip code.
- Alerts Module – an easy on/off activated banner area for the bank to feature important news and alerts.
- Call-to-action Modules - offering site admins an easy and flexible way to highlight and cross-promote important content.
Webinar - Digital CX and Personalization without Breaking the Bank
In this webinar hosted by Progress Sitefinity and SilverTech, CTO Derek Barka explains how to get started with digital personalization, the technology you need for engaging experiences, and the cost of becoming digital-first and why it's no longer an obstacle.
Amelia Island Case Study
Located just off the coast of Florida, Amelia Island is a mesmerizing travel destination that’s easy to reach and virtually impossible to forget. Their website, however, was none of those things. Amelia Island’s Tourist Development Council reached out to us to completely overhaul and enhance the online visitor experience that acts as their primary tourism marketing channel.
The first thing our team did to prepare was to head to the Island for a few days to absorb the vibe and get immersed in the essence of this amazing place. Yes, those are perks of the job #sorrynotsorry. It was easy to see what was missing from the web experience after being there: elegance, history, nature, and culture – a multitude of unique characteristics and activities that cater to different types of travelers. One generic online experience was clearly not going to cut it.
Our team got to work and created a personalized, easy-to-use, spirit-encapsulating website that delivered relevant content to various traveler types based on their behavior or interests. Winner of the coveted Kentico Website of the Year for Best Travel Site, Amelia Island finally has an online destination worthy of itself.
Results.
Although Amelia Island’s charm made it tempting to keep the place a secret, millions of visitors have been introduced to the elegance and beauty of this magical place through our work. The results of a five-year partnership with Amelia Island’s Tourist Development Council speak for themselves. Traveler tip: if you ever go, make sure to see the sea turtles!
- 76% Increase in total web visitors in the first year.
- 79% Increase in new web visitors in the first year.
- 37% Increase in new user visits via organic search.
- 450% Increase in web conversions.
- $580K Revenue increase of $580k per month attributed to the increase in conversions.
- Annual Revenue impact of $7.7M.