Success Story
Garanti BBVA increases conversion rates by up to 502% with Insider’s advanced personalization solution
Personalization
502%
increase in
loan applications
192%
increase in credit
card applications
51%
increase in
search bar usage
Industry
Finance
Category
Personalization
Experimentation
Channels
Mobile App
Solutions
Onsite Experimentation
A/B testing
We’ve been able to create and engage our user control groups with high accuracy, improved engagement metrics, and conversion rates across our financial offerings. We’ve also run
A/B tests to deliver better customer experiences and ensure strong business results to give us more flexibility and precision.”
Digital Marketing Manager
Executive summary
Garanti BBVA wanted to deliver a highly personalized digital experience. The brand wanted to better engage each customer by introducing them to new channels, improving segmentation, and delivering relevant, timely messaging that resonated with different audiences.
About Garanti BBVA
Established in 1946, Garanti BBVA is a leading financial services group. With 9.2 million digital and 18.5 million total customers, Garanti BBVA blends advanced technology with personalized services for an exceptional banking experience. Its strategy emphasizes integrating technology and people, earning it recognition as the “Best Consumer Digital Bank in Turkey” and the “Best Mobile Banking App in Turkey” by World Finance Magazine.
USECASE #1
Onsite experimentation increases website engagement by up to 51%
The challenge
Garanti BBVA was looking to effectively engage customers aged 55 and over. It recognized the struggles faced by many customers over a certain age when interacting with websites that rely on UX and intuition. It realized the best way to better understand its on-page interactions would be to identify the most common online transactions within this age group and create a simple, user-friendly homepage design to improve engagement metrics.
The solution
Insider suggested using its Onsite Experimentation tool to create a distinctive landing page tailored specifically to customers 55 and over. By creating a unique landing page for the segment, Garanti could better understand how its users engaged with the page–from search bar usage to higher logins.
Working with Insider has been a seamless experience. The Insider account managers provide a lot of value to our feedback and are willing to develop features that are deeply relevant to what we’re looking for.”
Digital Sales Supervisor
The results
51%
increase in
search bar usage
20%
increase in logins
USE CASE #2
Personalization increases
credit-related applications by 347%
The challenge
By leveraging Insider’s innovative CX solutions, Garanti BBVA successfully addressed the challenge of engaging customers over 55 and monitoring engagement metrics. The implementation of personalized landing pages and comprehensive behavioral tracking resulted in improved customer engagement, conversion metrics, and actionable insights for ongoing optimization and refinement of its digital banking experiences.
The solution
The combination of deep segmentation and behavioral tracking provided by Insider proved instrumental in Garanti BBVA’s success in enhancing customer engagement and personalization. These features empowered the bank to deliver tailored experiences, optimize its digital offering, and improve engagement.
The results
501%
increase in
loan applications
192%
increase in credit
card applications
Summary
By leveraging Insider’s innovative CX solutions, Garanti BBVA successfully addressed the challenge of engaging customers over 55 and monitoring engagement metrics. The implementation of personalized landing pages and comprehensive behavioral tracking resulted in improved customer engagement, conversion metrics, and actionable insights for ongoing optimization and refinement of its digital banking experiences.
Looking ahead
Garanti BBVA’s next step is to explore personalized marketing opportunities for different age groups, further incorporating A/B testing to improve key metrics.
Favorite feature
Segmentation
The combination of deep segmentation and behavioral tracking provided by Insider proved instrumental in Garanti BBVA's success in enhancing customer engagement and personalization. These features empowered the bank to deliver tailored experiences, optimize its digital offering, and improve engagement.
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