An Award-winning Customer-centric Platform

Cases
An Award-winning Customer-centric Platform

Danske Bank is Denmark’s largest bank. Their overall strategy involves providing the best customer experience on the market. They realised that a new website was needed to support this. Their old homepages were designed from an inside-out perspective was company-centric and sales-focused. They needed to shift focus from products to the support of financial decisions; advise and inspire vs. educate. Monstarlab worked closely together with the team in Danske Bank to launch a customer-centric platform maximising the opportunities of Sitecore.

69% of visitors browse the new life event pages, vs. 31% browsing the product information.

Danske Bank’s ambition is to be the number one in customer satisfaction across platforms. This came with the revelation that the website they had was not compatible with their ambition. Customer satisfaction was very low. Not only was it not mobile-optimised, the communication was inside-out, very focused on the products and was measured in sales focused KPIs. They needed a new website to accomplish their business critical goals, and this is where they contacted us.

Content publication time reduced from hours to only seconds.

The Sitecore Solution.

Following the strategy, it was important to rethink the entire online experience. Through user research conducted from the beginning, it was found that it was important for the users to experience Danske Bank as a serious and competent partner, who also cater to their needs. Therefore, the new website takes the starting point in the users’ needs and goals of life – the Life Events. The website is co-created with the users, and this continues to be the case even after the website launched. Monstarlab worked closely with Danske Bank on-site since the inception, helping deliver the Sitecore infrastructure, implementation, training and support.

90% Positive Customer Feedback.

About Danske Bank.

Danske Bank is Denmark’s largest bank operating primarily in the Nordic countries, Estonia and Northern Ireland. Danske Bank has existed in more than 145 years. The bank has over 2.8 million personal and business customers, 1800 institutional and corporate customers, and about 21.000 employees in 227 branches.

The Tech.

Fully Automating the Platform and Hardening Security.

By removing almost all the manual configuration steps Monstarlab has helped ensure that all aspects of installing and configuring the Sitecore Experience Platform is fully automatic and security hardened. This includes all infrastructure components of the experience platforms: Content Management and Delivery servers, xDB (Mongo), SOLR, ExM, and SQL Server.

Languages

Mongo xDB

Tech

SOLR

SQL Server

Integrations

Banking Back End Systems

Business Intelligence

Data Management

56% increase in leads.

Danske Bank