TERMINALFOUR t44u 2009 - Permanent TSB & iQ Content Case Study

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Terminalfour

Technologie

PTSB.ie Case Study
November 12, 2009

Monday 16 November 2009

Agenda
 Background to the project

 Our solution

 Why Site Manager?

 Questions?

2

Monday 16 November 2009

Project background

3

Monday 16 November 2009

Background to project
 Web team had become an “orphan child”

 Lack of investment = lack of results

 Lack of clout within PTSB

 Vicious circle

4

Monday 16 November 2009

Specific problems: complexity

6

Monday 16 November 2009

Specific problems: selling

7

Monday 16 November 2009

Specific problems: applications

8

Monday 16 November 2009

Specific problems: where is Open24?

9

Monday 16 November 2009

Our solution

11

Monday 16 November 2009

Sell more online

13

Monday 16 November 2009

Sell more online

14

Monday 16 November 2009

Sell more online

Old New
application application
forms forms

Current account 66 questions 22 questions
Credit card 62 questions 29 questions
Savings accounts - 21 questions

15

Monday 16 November 2009

Sell more online

16

Monday 16 November 2009

Generate leads/multichannel

17

Monday 16 November 2009

Generate leads/multichannel

18

Monday 16 November 2009

Generate leads/multichannel

19

Monday 16 November 2009

Facilitate Open24

20

Monday 16 November 2009

Facilitate Open24

21

Monday 16 November 2009

Why Terminal Four Site Manager

24

Monday 16 November 2009

My requirements
 Had to deliver on the user experience

 Had to deliver quickly

 Had to be easy for PTSB

25

Monday 16 November 2009

Why Site Manager?
 Security

 Ease of use

 Simple URLs

 Smart templates

 Execution on the front end

 Support

26

Monday 16 November 2009

Security
Web

DMZ

HTML Files
Site Manager Web server

27

Monday 16 November 2009

Ease of use

28

Monday 16 November 2009

Ease of use

29

Monday 16 November 2009

Simple URLs

30

Monday 16 November 2009

Smart templates

31

Monday 16 November 2009

Execution on front-end

32

Monday 16 November 2009

Support
 “Just around the corner”

 Rapid response times

 Flexible, helpful, friendly

33

Monday 16 November 2009

Thanks!

Questions?

Discussion?

Suggestions?

34

Monday 16 November 2009

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TERMINALFOUR t44u 2009 - Permanent TSB & iQ Content Case Study

1. PTSB.ie Case Study November 12, 2009 Monday 16 November 2009

2. Agenda  Background to the project  Our solution  Why Site Manager?  Questions? 2 Monday 16 November 2009

3. Project background 3 Monday 16 November 2009

4. Background to project  Web team had become an “orphan child”  Lack of investment = lack of results  Lack of clout within PTSB  Vicious circle 4 Monday 16 November 2009

5. Challenges facing PTSB.ie  Quality declined over time  Poor customer experience  Poor performance for the bank: • Selling products • Generating leads • Supporting brand  No content management system • Managed by a third party • Slow response times • Expensive 5 Monday 16 November 2009

6. Specific problems: complexity 6 Monday 16 November 2009

7. Specific problems: selling 7 Monday 16 November 2009

8. Specific problems: applications 8 Monday 16 November 2009

9. Specific problems: where is Open24? 9 Monday 16 November 2009

10. Additional problems  Registering for Open24  Make appointments at branch  Request a call back  Not working for the brand 10 Monday 16 November 2009

11. Our solution 11 Monday 16 November 2009

12. Strategy  Defined an online strategy for PTSB  Included both PTSB.ie and Open24  Phase 1: PTSB.ie • Sell more online • Generate leads online • Facilitate multichannel banking • Facilitate Open24 • Build the PTSB brand online 12 Monday 16 November 2009

13. Sell more online 13 Monday 16 November 2009

14. Sell more online 14 Monday 16 November 2009

15. Sell more online Old New application application forms forms Current account 66 questions 22 questions Credit card 62 questions 29 questions Savings accounts - 21 questions 15 Monday 16 November 2009

16. Sell more online 16 Monday 16 November 2009

17. Generate leads/multichannel 17 Monday 16 November 2009

18. Generate leads/multichannel 18 Monday 16 November 2009

19. Generate leads/multichannel 19 Monday 16 November 2009

20. Facilitate Open24 20 Monday 16 November 2009

21. Facilitate Open24 21 Monday 16 November 2009

22. Build the brand online 22 Monday 16 November 2009

23. Build the brand online 23 Monday 16 November 2009

24. Why Terminal Four Site Manager 24 Monday 16 November 2009

25. My requirements  Had to deliver on the user experience  Had to deliver quickly  Had to be easy for PTSB 25 Monday 16 November 2009

26. Why Site Manager?  Security  Ease of use  Simple URLs  Smart templates  Execution on the front end  Support 26 Monday 16 November 2009

27. Security Web DMZ HTML Files Site Manager Web server 27 Monday 16 November 2009

28. Ease of use 28 Monday 16 November 2009

29. Ease of use 29 Monday 16 November 2009

30. Simple URLs 30 Monday 16 November 2009

31. Smart templates 31 Monday 16 November 2009

32. Execution on front-end 32 Monday 16 November 2009

33. Support  “Just around the corner”  Rapid response times  Flexible, helpful, friendly 33 Monday 16 November 2009

34. Thanks! Questions? Discussion? Suggestions? 34 Monday 16 November 2009

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