Case Study: Finicity increases conversions and speeds support while protecting sensitive data with FullStory

Finicity enhances customer experience and sensitive data management with FullStory

Finicity is a B2B open-banking platform that connects consumers’ bank accounts to fintech services, so protecting sensitive financial data while delivering a smooth user experience is critical. They faced challenges with traditional analytics that could capture unnecessary text input, limited visibility into customer health across accounts, and false positives from fraud detection that harmed successful connections.

By adopting FullStory as a single analytics and session-replay platform—with Private by Default to minimize captured sensitive data—Finicity built templatized dashboards for at-a-glance customer health, used session replay to reduce fraud false positives, and streamlined debugging. The result: an estimated 15% increase in funnel conversions, an 80% reduction in ticket resolution time, and 54 bugs identified and resolved more quickly.

Finicity

Christiaan Johnson

Director of Product Design