Enhancing consumer checking onboarding experience for SouthState
Through a personalized, multi-channel journey, SouthState Bank expertly delivered a compelling onboarding experience for new customers, with the help of Sagepath Reply.
#Digital Experience
#Onboarding
#Multi-channel Journey
)
The challenge
Creating a cohesive and seamless journey aimed to deliver a personalized onboarding experience with clear, guided steps for new customers.
,allowExpansion)
SCENARIO
Building a friction-less onboarding experience for consumers
SouthState Corporation, a financial services company headquartered in Winter Haven, Florida, serves over one million customers across Florida, Alabama, Georgia, the Carolinas, and Virginia, with its nationally chartered bank subsidiary. SouthState sought Sagepath Reply’s help to create a guided, personalized, end-to-end onboarding experience for new customers, equipping them with the tools to complete key onboarding activities while promoting additional SouthState products and services.
The specific onboarding activities included actions such as downloading the mobile app, enrolling in eStatements, enrolling in online banking, downloading the digital wallet and enrolling in account alerts.
WHAT WE DID
Implementing a personalized, multi-channel journey
Sagepath Reply partnered with SouthState to design and implement a personalized, multi-channel onboarding journey utilizing Salesforce and Kentico. The comprehensive solution included:
13
Onboarding e-mails
Tailored content to guide customers through each step of the onboarding process.
6
Tailored SMS messages
Timely reminders and updates to ensure customers stayed on track.
1
Website landing page
A central hub for onboarding activities, providing easy access to resources and information.
8
Personalized hero images
Dynamic visuals on the website to enhance the personalized experience.
THE RESULTS
Improved customer engagement and enhanced customer satisfaction
The personalized onboarding experience delivered significant improvements in customer engagement and onboarding activity completion across many fronts.
Strong email engagement
Achieved a rate higher than the industry average, reflecting strong customer engagement with the email content.
53% more journey activities
The new onboarding program featured 53% more activities (emails, SMS, decision splits) than the original, offering a richer and more interactive experience for customers.
24% SMS click-through rate
Achieved a 24% click-through rate, 15% higher than the industry average, demonstrating effective use of SMS for customer engagement.
SouthState Corporation (NYSE:SSB) is a financial services company headquartered in Winter Haven, Florida. SouthState Bank, N.A., the company’s nationally chartered bank subsidiary, provides consumer, commercial, mortgage, and wealth management solutions to more than one million customers throughout Florida, Alabama, Georgia, the Carolinas, and Virginia. The bank also serves clients coast to coast through its correspondent banking division.
Sagepath Reply is a full-service digital marketing and technology company driven by purpose and fueled by passion to make a difference in how humans interact with technology in a more effective and efficient way. Our clients consist of Fortune 1000 companies across several industries, and we help guide them through digital transformation with the belief that even the smallest detail can make a big difference in making a connection with users and driving conversion and ROI. Our services include digital marketing, user experience, creative development, optimization, and eCommerce with high-level partnerships with Adobe, Magento and Salesforce.
,allowExpansion;Resize,width=660)
,allowExpansion;Resize,width=660)
)
,allowExpansion;Resize,width=660)
)
,allowExpansion;Resize,width=660)
)