Bendigo and Adelaide Bank are one of Australia’s largest retail banks. They serve almost 2 million customers with an array of financial products including savings accounts, credit cards, loans, and insurance. Their determined focus on customer and community dates back more than 160 years and has differentiated them amongst other alternatives.
Each one of the communities they serve has varying needs and priorities. As a retail banker to families and businesses across Australia, Bendigo Bank strive to make each community prosper.
Bendigo and Adelaide Bank were eager to provide a digital-first environment for to customers that would set them apart from competitors and make for a better banking experience.
On the prowl for a unified platform
Bendigo and Adelaide Bank embarked to replace their legacy content management system with a superior digital experience platform that would evolve their online presence in-line with their new brand. They were keen to reduce their backend operational complexity that had capped them from realizing their digital potential.
Modern APIs shared with other services/systems within the banks digital ecosystem were imperative to a successful digital estate along with an in-built personalisation and customer insights engine. They undertook a stringent discovery exercise to evaluate the top vendors.
Marketing leading customer experiences
Bendigo and Adelaide Bank selected Episerver’s Content Cloud as their new DXP. The best-in-class CMS enables the team to produce customer-centric experiences for each online visitor. Their estate of 8 websites on Episerver in just 9-months demonstrating a rapid launch to market of this type and scale.
Taking advantage of Episerver’s all-in-one platform, Bendigo and Adelaide Bank now have a single instance to easily share and reuse content between all sites, removing previous inefficiencies. The Episerver cloud platform adheres to ISO 027001 – as well as other security protocols that needed to be satisfied. The refresh, contemporary style now matches their modern banking capability. The website design complements the product range and reflects the forward-thinking direction our bank is taking.
Setting the trends: A new customer-centric approach
With a mandate to becomes Australia’s bank of choice, Bendigo and Adelaide bank knew it was imperative to shift the traditional banking playbook and put customers at the heart of their decisions. Their new digital experience platform enables those who operate it a host of new capabilities to quickly create new pages and learn about their visitors. The team use centralized templates to enable rapid delivery across their digital estate of 8 websites. They noted how easy it is to get to grips with the interface. 2020 interim results, the bank announced that their focus on digitisation and investment in future capability has seen the average age of our customers continue to decrease. The average age of new customers continues to be more than 10 years younger than the average age of the customer base.
In January 2020, the Victorian Government partnered with Bendigo Bank and The Salvation Army to establish Victorian Bushfire Appeal, with 100% of donated funds going directly to communities in need. The appeal was conducted by the bank’s charitable arm, Community Enterprise Foundation™ which is a site hosted on Episerver. The appeal has already raised over $24 million. In the first two weeks of January 2020, the Community Enterprise Foundation™ website experienced a 45,034.55% increase in people visiting the website to donate. The website automatically scale up when the additional capacity was needed as it sits on the Episerver cloud infrastructure powered by Microsoft Azure.
The uplift in the teams productivity has been amazing and the business is confident partnering with Episerver has been a fantastic choice.
Kellie MarascoDigital Product Manager Bendigo and Adelaide Bank