An Award-Winning Customer-Centric Platform
Monstarlab has worked with Danske Bank since 2015 to help create their Sitecore solution, taking full advantage of the personalisation opportunities.
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.
Moving Towards Becoming No. 1 in Customer Satisfaction
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.
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.
Mobile First Approach
To deliver and ensure the best customer experience, the new homepages have been developed using a Mobile First approach.
Personalisation
We helped Danske Bank unfold the Sitecore personalisation engine and CMS to categorize customers and provide individual experiences.
Using Sitecore CMS
The editors has complete freedom to build, test and optimise pages and content based on their and the users’ needs.
- 69% of visitors browse the new life event pages, vs. 31% browsing the product information.
- Content publication time reduced from hours to only seconds.
- 90% Positive Customer Feedback.
- 56% increase in leads.
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.
"We are very proud that the solution has won the Sitecore implementation for Content Management Strategy in Scandinavia in 2016 and the Best Business Impact or ROI from a Digital Experience in 2019 in the Sitecore Experience Awards."
