USE CASE: Banking

"We need smart search and cross sell optimisation"

THE SITUATION

The blue-chip Australian Bank Group is a financial services organisation with over 12,700,000 customers and 42,000, operating more than 1,700 stores and business banking centres globally. Their website search management and servicing was owned by Microsoft offshore in Japan. When the client engaged Search365, Microsoft was discontinuing the support for the platform. The client was looking for another service provider proficient in website search.

THE PROBLEM

With a huge range and depth of information on their website, the client required a solution that made it easy and fast for their prospects and existing customers to find what they are looking for. They required search functionality that would provide them data about customer behaviour , keyword searches and general end user data. The client also recognised they were not capitalising on a potentially significant asset of their business - the massive amount of direct traffic.

THE SEARCH365 SOLUTION

Search365 implemented a migration solution to Microsoft Azure, running in Sydney, that improved their website search across the board. This included a program of improvement and optimisation to better the website search using search analytics. The client can now see how users interact with the site including:

• Understanding visits with and without site search.
• Provision of in depth analytics around keywords that might drive traffic to their site for marketing campaigns.
• Use of search data for cross selling and upselling opportunities.
• View the most popular refinements, enabling them to present the most quality and targeted information

EXCEPTIONAL OUTCOMES

Improving customer understanding and uncovering sales opportunities

Optimised mobile and desktop experience
Improved engagement
Optimisation for shortest path to sale
Potential to better understand customer needs and drivers through analytics
Provision of great source of keyword data

Search365 enabled the client to monetise their website search, ensuring maximum conversion