SUCCESS STORY

Garanti BBVA increases conversion rates by up to 502% with Insider's advanced personalization solution

Garanti BBVA increases conversion rates by up to 502% with Insider's advanced personalization solution

502%

increase in loan applications

192%

increase in credit card applications

51%

increase in search bar usage
Challenge

Challenge

Garanti BBVA needed to better engage customers aged 55+ by simplifying digital journeys and understanding their on-page behavior to improve key engagement and conversion metrics.

Solution

Solution

Garanti BBVA used Insider’s deep segmentation, onsite experimentation, and behavioral tracking to build personalized landing pages that simplified experiences and optimized engagement for customers aged 55 and over.

Result

Result

Garanti BBVA achieved stronger digital engagement from customers aged 55+ including a 51% increase in search bar usage and a 20% increase in logins.

ABOUT THE CUSTOMER

Established in 1946, Garanti BBVA is a leading financial services group. With 9.2 million digital and 18.5 million total customers, it blends advanced technology with personalized services to deliver an exceptional banking experience. The bank's strategy emphasizes the integration of technology and human touch, earning accolades such as “Best Consumer Digital Bank” and “Best Mobile Banking App” from World Finance Magazine.

INDUSTRY
Finance
SOLUTIONS
Onsite Experimentation
A/B testing
CHANNELS
Mobile App

SUCCESS STORY #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.

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
Garanti BBVA

51%

increase in search bar usage

20%

increase in logins

SUCCESS STORY #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.

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
Garanti BBVA

501%

increase in loan applications

192%

increase in credit card applications

Looking ahead

Looking ahead Looking ahead

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.

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