Danske Bank
From company-centric to customer-centric through an award-winning platform
Nodes have 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 with business in the Nordic countries, Estonia and Northern Ireland. Danske Bank’s 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, focusing on banking needs and product information – it was company-centric and sales-focused. They needed to shift focus from products to the support of financial decisions; advise and inspire vs. educate.
Nodes worked closely together with the team in Danske Bank to launch a customer-centric personalisation-based platform maximising the opportunities of Sitecore, which 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.
Honours
Best Business Impact or ROI from a Digital Experience
Sitecore Experience Awards
2019
Best Sitecore implementation for Content Management Strategy
in Scandinavia.
Sitecore Experience Awards
2016
Results
Pages are simplified and optimized with a responsive, simple design and modern look and feel
Personalization improves the user experience
69% of visitors browse the new life event pages, vs. 31% browsing the product information
Time for content publication reduced to only seconds from hours
90% positive customer
feedback
56% increase in leads
Enhanced security with automated installations
Ambition to become 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 back then was not compatible with their ambition. Customer satisfaction was in fact 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, as Nodes are experts within Sitecore, and could advise Danske Bank how best to utilise the features to create value.
The users’ Life Events are the basis for the solution
Following Danske Bank’s strategy, it was important to rethink the entire online experience. Through user research conducted already from the beginning, it was found that it was important for the users to experience Danske Bank as a serious and competent partner, whom 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. Nodes 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.
Get to know 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.
Fully automatic and security hardened
By removing almost all the manual configuration steps Nodes 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.