Case Study: UniCredit boosts online conversions with IBM Tealeaf

Customer Engagement solution with advanced analytics used to deliver first-class web services

UniCredit S.p.A, one of Europe's leading commercial banks, faced a challenge with its external website, as customers frequently reported usability issues. To improve online service and sales, the bank sought a way to proactively diagnose and address these problems. They partnered with IBM, which utilized its Tealeaf customer experience management solution to tackle this challenge.

IBM's solution enabled the bank's employees to view recorded user sessions and leverage advanced algorithms to identify user struggles in near-real-time. This implementation by IBM yielded significant results: UniCredit boosted its online loan application conversion rate by 30%, increased overall online sales by 5%, and doubled the number of users successfully completing online applications. The insights gained also allowed the bank to make targeted design improvements, such as increasing the clickthrough rate for a new account offer from 54% to 62%.

UniCredit S.p.A

Gabriele Rosati

Head of Interaction Design for Internet and Mobile