Bank customers are at the centre of every operation. As banking services are becoming digital and more individual, barriers to switching banks are decreasing. Improving the customer experience with a cross-channel business model is therefore an inevitable challenge that financial services companies have to face. For this leading Italian bank, GFT designed and built an innovative omnichannel portal encompassing more than 300 functions, providing improved performance and better UX to the banking customer.

Develop an omnichannel portal with a strong focus on UX

  • A leading Italian online bank required a more engaging customer portal capable of delivering innovative and easy-to-use functionality
  • Changes to portal content had to be easy to implement for marketing business users
  • Establishing a scalable platform, also reducing time to market and the cost of future developments

Definition, development, testing and management of new portal

  • Design a new architecture supported by the Backbase omnichannel platform
  • Migrate more than 300 functions from the old platform/architecture and develop additional functionalities
  • Conduct testing and rollout phases (system, stress and user-acceptance tests)
  • Manage the application following rollout

Optimal banking experience for a rapidly growing customer base

  • Support for the digitalisation initiative at the bank, offering an attractive and user-friendly interface to customers and enabling quick implementation of new functionalities and content
  • Fully scalable standards-based platform ensures that the bank is able to evolve its online platform, keeping pace with business growth without vendor lock-in
  • Improved performance following an overhaul of poorly performing services

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