Case Study: ICICI Home Finance Company delivers new digital customer services with Adobe

ICICI HFC and DWAO deliver new digital services to customers during COVID-19

ICICI Home Finance Company (ICICI HFC) needed a faster, more accessible digital way to serve customers in India, especially those in smaller cities and those who previously had to visit branches to apply for loans. Working with Adobe and DWAO, the company used Adobe Experience Manager to relaunch its website, add six regional languages, and improve home search for customers in major cities.

Adobe helped ICICI HFC quickly move key services online during COVID-19, including morat applications, fixed deposits, and gold loans. The new digital services kept business running when branches closed, made fixed deposits the company’s top-performing website product, and increased traffic to the Home Search feature after Adobe Analytics insights led to a navigation change.

ICICI Home Finance Company

Sandeep Gambhir

Head of Marketing and Digital