Use Case
Banking
Improving enterprise website search, customer understanding, and cross-sell opportunity
The environment
A major Australian banking environment with millions of customers, global operations, and heavy search demand.
The client was a blue-chip Australian banking group with more than 12.7 million customers, 42,000 staff, and more than 1,700 stores and business banking centres globally.
Website search management and servicing had been owned by Microsoft offshore in Japan. When Search365 was engaged, Microsoft was discontinuing support for the platform.
The bank needed a new provider with strong website search capability and a more effective way to turn search into a strategic asset.
In a banking environment at this scale, website search is not just a navigation feature. It is a direct signal of customer intent, friction, and commercial opportunity.
The challenge
A large, information-rich website needed to work harder for both customers and the business.
With a huge range and depth of information on the website, the bank needed search that made it easy and fast for prospects and existing customers to find what they were looking for.
But the requirement went beyond retrieval alone. The client also wanted search functionality that could provide insight into customer behaviour, keyword searches, and general end-user activity.
The bank recognised that it was not fully capitalising on one of its most significant assets: the large volume of direct traffic already coming to the site.
Customer experience impact
Finding the right information quickly
Search needed to help both prospects and existing customers move through a large and complex content environment with less friction.
Commercial impact
Turning search into a business signal
The client wanted better visibility into search behaviour so site traffic could inform marketing, optimisation, and sales opportunity.
The approach
An Azure-based search migration paired with search optimisation and analytics.
Search365 implemented a migration to Microsoft Azure, running in Sydney, to improve website search performance and resilience across the board.
The work also included an improvement and optimisation program designed to make website search more useful both for users and for the business through stronger analytics.
Search migration to Azure
The solution moved the search environment to Microsoft Azure in Sydney as support for the previous model was being discontinued.
Improved website search
Search quality and user experience were improved across a large, information-dense banking website.
Visits with and without search
The client could better understand how users interacted with the site depending on whether they used site search.
Keyword and campaign insight
Search analytics provided deeper visibility into keywords that could help drive traffic and inform marketing campaigns.
Cross-sell and upsell signals
Search behaviour became a source of data for identifying cross-selling and upselling opportunities.
Popular refinements and targeting
The bank could view popular refinements and use that insight to present more targeted, higher-quality information.
Outcomes
Better customer understanding, stronger engagement, and clearer sales opportunity.
The stated outcome was improved customer understanding and the uncovering of sales opportunities through website search and analytics.
The implementation also supported optimisation across mobile and desktop, improved engagement, helped shorten the path to sale, and created a strong source of keyword and behavioural data. In the original case study framing, Search365 enabled the client to monetise website search to support maximum conversion.
Improved customer understanding
Search data provided better visibility into customer needs, behaviour, and intent across the website experience.
Stronger engagement
Search improvements supported a better overall experience across both mobile and desktop usage.
Shorter path to sale
Optimisation helped move users more directly toward relevant information and conversion opportunities.
Valuable keyword and search insight
Search analytics became a useful source of information for optimisation, marketing, and commercial targeting.
Why it matters now
Search is not just about access. It can also reveal customer intent and commercial opportunity.
This case shows that search can play two roles at once: helping users find the right information faster, and helping the organisation understand what users actually want.
That remains highly relevant today. It is the same search and retrieval foundation that underpins Search Sensei—supporting organisations that need strong enterprise search now, while also creating the basis for broader conversational, analytical, and AI-driven experiences over time.
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