HCL Enhances Online Customer Experience of
The client headquartered in Abu Dhabi in the UAE, is a diversified full service...
ClientRequirements
The client wanted a robust web content
management (WCM )solution that was
scalable, user friendly and e...
BusinessBenefits
Ÿ Website maintenance cost reduced by
50%
Ÿ Improved customer acquisitions and
retention helped bank achi...
Copyright @ HCL Infosystems Ltd. All Rights Reserved. Reproduction of this publication in any form without prior permissio...
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HCL Enhances Online Customer Experience of a Commercial Bank in the Middle East

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HCL Enhances Online Customer Experience of A Commercial Bank in the Middle East

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HCL Enhances Online Customer Experience of a Commercial Bank in the Middle East

  1. 1. HCL Enhances Online Customer Experience of The client headquartered in Abu Dhabi in the UAE, is a diversified full service bank active in all banking services that span corporate, retail and commercial banking as well as in the areas of treasury derivatives, infrastructure finance, private banking and wealth management. The Client’s strong franchise is supported by a network of 172ATMsacrosstheUAEand45branchesintheUAEaswellas2branchesinIndia. The Client is indirectly majority owned by the Government of Abu Dhabi. It is the thirdlargestbankintheUAEandsecondlargestinAbuDhabibyassets. Client Brief A Commercial Bank in the Middle East BFSI - Middle East
  2. 2. ClientRequirements The client wanted a robust web content management (WCM )solution that was scalable, user friendly and ensured faster implementation. 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 content management solutions where the business users would be empowered to edit content themselves without having to rely onanyoneelsetomakeitlive SolutionsOffered After extensive evaluation, the bank selected SDL Tridion for their web content management requirement and HCL Infosystems, an expert in SDL Solutions implementation as an implementation partnerforthisproject. The portfolio of solutions offered by HCL & SDLTridionincludedthefollowing- 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 initialtemplatesandmigratedthelegacy data into the new CMS. The implementationtookjust21days. 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 who are business owners 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 is visiting the site and where they arecomingfrom. 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 separate emails for different segments of customers and to track opened mails by the customers or click onaparticularcalltoactiontoalanding pageormini-site. Outbound Email complements the SDL TridionWCMbycreatingmulti-channel opportunities for the bank's communications. For example, credit card users can be segmented based on the type of card (platinum, gold and classic), and each of those segmented groups get specific mailings accordingly.
  3. 3. BusinessBenefits Ÿ Website maintenance cost reduced by 50% Ÿ Improved customer acquisitions and retention helped bank achieve better financialresults Ÿ Efficient utilization of resources-the business users are empowered to make changes on the website with proper content authorization in place through an effective workflow and contentreuse Ÿ Increased customer engagement as the bank is able to send personalized emails/ communication to the target audience based on their product interestandpreference HCL developed a number of different templates depending on which business unitcreatesanemailornewsletter. HCL completed the entire implementation ofoutboundmailinjust9days. CustomerTestimonial “BestStructureAward-UAE,forourwebsiteendorsesallthehardworkHCLInfosystems hasputin.CongratulationstoHCLInfosystems”-AVP
  4. 4. Copyright @ HCL Infosystems Ltd. All Rights Reserved. Reproduction of this publication in any form without prior permission is forbidden. The names of the actual companies and products mentioned herein may be the trademarks of their respective owners. All content/information present here is the exclusive property of HCL Infosystems Ltd. The content/information contained here is believed to be accurate ate the time of publishing. HCL shall not be liable for damage of any kind use of this information, which is subjecttochangewithoutnotice. About HCL Infosystems HCLInfosystemsLtd.withrevenue(LTM)ofUS$2.0billion(Rs10,401crores)isIndia'sPremierTechnologyCompanyandoffers a wide spectrum of IT Services and Products ranging from Cloud to Learning Solutions. As a complete IT solutions provider the company offers comprehensive offerings in Enterprise Application Services, IT Infrastructure Managed Services, System Integration, Office Automation Products and Services, Distribution and Support Services. The company operates in both the Consumer and the Enterprise space – offering the latest mobility products and operating in verticals like BFSI, Telecom, and Healthcarerespectively. HCL Care, the support and service division of the company has one of the largest and most extensive service networks across the country and provides end to end support services for various IT, Telecom and Consumer Electronics products.HCL Infosystems has one of the largest distribution network of digital lifestyle global brands and an unparalleled robust service network in the country including Tier 2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100% subsidiary of HCL Infosystems focuses on multi brand distribution and offers value added distribution for its partners including strategic consulting services, last mile connect and support in marketing and promotions. HCL Learning a division of the company covers the entire spectrum of education and training requirements across schools, colleges, individuals and enterprises and offers rich learning solutions across these segments. HCL Infosystems MEA (Middle East and Africa), a fully owned subsidiary of HCL Infosystems is part of the emerging markets outreach of the company and focuses on expanding the business in the Middle East and African geographies and provides comprehensive IT solutions to customers across verticals in the region. The company also has robust operations in Singapore with its subsidiary HCL Insys Pte. Ltd. gaining traction in the region with its EnterprisesolutionsincludingastrongofferinginInfrastructureManagedServices Formoreinformationpleasevisitusatwww.hclinfosystems.com For more details, please contact us at transform@hcl.com www.hclinfosystems.comor visit us at

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