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TERMINALFOUR t44u 2009 - Permanent TSB & iQ Content Case Study

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  • 1. PTSB.ie Case Study November 12, 2009Monday 16 November 2009
  • 2. Agenda  Background to the project  Our solution  Why Site Manager?  Questions? 2Monday 16 November 2009
  • 3. Project background 3Monday 16 November 2009
  • 4. Background to project  Web team had become an “orphan child”  Lack of investment = lack of results  Lack of clout within PTSB  Vicious circle 4Monday 16 November 2009
  • 5. Challenges facing PTSB.ie  Quality declined over time  Poor customer experience  Poor performance for the bank: • Selling products • Generating leads • Supporting brand  No content management system • Managed by a third party • Slow response times • Expensive 5Monday 16 November 2009
  • 6. Specific problems: complexity 6Monday 16 November 2009
  • 7. Specific problems: selling 7Monday 16 November 2009
  • 8. Specific problems: applications 8Monday 16 November 2009
  • 9. Specific problems: where is Open24? 9Monday 16 November 2009
  • 10. Additional problems  Registering for Open24  Make appointments at branch  Request a call back  Not working for the brand 10Monday 16 November 2009
  • 11. Our solution 11Monday 16 November 2009
  • 12. Strategy  Defined an online strategy for PTSB  Included both PTSB.ie and Open24  Phase 1: PTSB.ie • Sell more online • Generate leads online • Facilitate multichannel banking • Facilitate Open24 • Build the PTSB brand online 12Monday 16 November 2009
  • 13. Sell more online 13Monday 16 November 2009
  • 14. Sell more online 14Monday 16 November 2009
  • 15. Sell more online Old New application application forms forms Current account 66 questions 22 questions Credit card 62 questions 29 questions Savings accounts - 21 questions 15Monday 16 November 2009
  • 16. Sell more online 16Monday 16 November 2009
  • 17. Generate leads/multichannel 17Monday 16 November 2009
  • 18. Generate leads/multichannel 18Monday 16 November 2009
  • 19. Generate leads/multichannel 19Monday 16 November 2009
  • 20. Facilitate Open24 20Monday 16 November 2009
  • 21. Facilitate Open24 21Monday 16 November 2009
  • 22. Build the brand online 22Monday 16 November 2009
  • 23. Build the brand online 23Monday 16 November 2009
  • 24. Why Terminal Four Site Manager 24Monday 16 November 2009
  • 25. My requirements  Had to deliver on the user experience  Had to deliver quickly  Had to be easy for PTSB 25Monday 16 November 2009
  • 26. Why Site Manager?  Security  Ease of use  Simple URLs  Smart templates  Execution on the front end  Support 26Monday 16 November 2009
  • 27. Security Web DMZ HTML Files Site Manager Web server 27Monday 16 November 2009
  • 28. Ease of use 28Monday 16 November 2009
  • 29. Ease of use 29Monday 16 November 2009
  • 30. Simple URLs 30Monday 16 November 2009
  • 31. Smart templates 31Monday 16 November 2009
  • 32. Execution on front-end 32Monday 16 November 2009
  • 33. Support  “Just around the corner”  Rapid response times  Flexible, helpful, friendly 33Monday 16 November 2009
  • 34. Thanks! Questions? Discussion? Suggestions? 34Monday 16 November 2009