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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!
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.
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.
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.
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.