Case Study: Hong Kong Institute of Certified Public Accountants achieves personalized member experiences and a 13.46% bounce-rate reduction with Sitecore

Hong Kong Institute of Certified Public Accountants - Customer Case Study

The Hong Kong Institute of Certified Public Accountants faced a modernisation challenge: serve 44,000 certified public accountants and 20,000 qualification programme students while consolidating multiple legacy sites, improving mobile/responsive design, enabling personalized experiences for different user groups, supporting peak traffic, and reducing maintenance overhead. To address these needs the Institute partnered with Sitecore, deploying Sitecore Experience Platform (XP) along with xDB, Experience Manager (XM) and xAnalytics (including Path Analyzer and xProfile).

Sitecore’s implementation—delivered with Gold Solution Partner GTI and integrated with external cloud handbooks, Google Analytics, Solr search and internal SSO systems—revamped site structure (reviewing and aligning over 4,000 legacy pages), decentralised content workflows to reduce IT bottlenecks, and provided scalable architecture and SSO security. The project improved customer experience and satisfaction, reduced maintenance costs, increased session duration through personalization and cut bounce rates by 13.46%, while handling peak loads more reliably.

Hong Kong Institute of Certified Public Accountants