Broadcom Case Studies Meet the Spanish Bank That’s a Leader in Finance and Mobility

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	Meet the Spanish Bank That’s a Leader in Finance and Mobility Broadcom

Meet the Spanish Bank That’s a Leader in Finance and Mobility

Broadcom

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Services	Software Design & Engineering Services
Challenge	The Spanish bank, a leader in European banking for over 50 years, recognized the need to adapt to the mobile lifestyle of its customers. Spain has one of the highest levels of mobile penetration in Europe, with smartphone owners making up over 55% of the national population. This trend led the bank to release a personal banking app. However, the initial app received lower user ratings than expected. The bank had a variety of user personas to contend with. Although an impressive 50% of its customers had adopted mobile, the remainder were still banking on their computers via a web browser. The mobile development and customer team needed better end user intelligence so they could easily understand how to enrich the mobile experience to help it achieve parity with – or even surpass – the web experience. The team also needed a solution that would help them maintain the stringent security measures that banking requires. Read More
About Customer	The customer is a Spanish bank that has been a leader in European banking for over 50 years. It is one of Spain’s top commercial financial institutions, with over 500 branches nationwide. The bank has also recently expanded its footprint abroad with the acquisition of over 80 locations across Portugal. It is recognized for meeting standards of excellence across the board and is only one of two companies to be on the London Stock Exchange’s prestigious FTSE4Good equity index since its inception. The bank has a variety of user personas to contend with. Although an impressive 50% of its customers had adopted mobile, the remainder were still banking on their computers via a web browser. Read More
Solution	The bank selected Apteligent for its innovative customer experience monitoring tools, speed of implementation, and ease of collaboration. Apteligent allows the app team to analyze and focus on specific business transactions or key user workflows, from mobile deposit to bill paying. With Business Transactions, the team was able to understand the financial impact of these important workflows. They can also make sure that they’re preserving the stringent security measures required when it comes to managing people’s money, without sacrificing a seamless user experience. The bank has roughly a 50/50 split between Android and iOS users. To provide the best user experience, they rely on a mix of both native and hybrid technology. Developing a seamless experience was especially proving to be difficult with the Android OS, but once they deployed the Apteligent SDK, issues were immediately identified through realtime device feedback. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Services

Software Design & Engineering Services

Challenge

The Spanish bank, a leader in European banking for over 50 years, recognized the need to adapt to the mobile lifestyle of its customers. Spain has one of the highest levels of mobile penetration in Europe, with smartphone owners making up over 55% of the national population. This trend led the bank to release a personal banking app. However, the initial app received lower user ratings than expected. The bank had a variety of user personas to contend with. Although an impressive 50% of its customers had adopted mobile, the remainder were still banking on their computers via a web browser. The mobile development and customer team needed better end user intelligence so they could easily understand how to enrich the mobile experience to help it achieve parity with – or even surpass – the web experience. The team also needed a solution that would help them maintain the stringent security measures that banking requires.

About Customer

The customer is a Spanish bank that has been a leader in European banking for over 50 years. It is one of Spain’s top commercial financial institutions, with over 500 branches nationwide. The bank has also recently expanded its footprint abroad with the acquisition of over 80 locations across Portugal. It is recognized for meeting standards of excellence across the board and is only one of two companies to be on the London Stock Exchange’s prestigious FTSE4Good equity index since its inception. The bank has a variety of user personas to contend with. Although an impressive 50% of its customers had adopted mobile, the remainder were still banking on their computers via a web browser.

Solution

The bank selected Apteligent for its innovative customer experience monitoring tools, speed of implementation, and ease of collaboration. Apteligent allows the app team to analyze and focus on specific business transactions or key user workflows, from mobile deposit to bill paying. With Business Transactions, the team was able to understand the financial impact of these important workflows. They can also make sure that they’re preserving the stringent security measures required when it comes to managing people’s money, without sacrificing a seamless user experience. The bank has roughly a 50/50 split between Android and iOS users. To provide the best user experience, they rely on a mix of both native and hybrid technology. Developing a seamless experience was especially proving to be difficult with the Android OS, but once they deployed the Apteligent SDK, issues were immediately identified through realtime device feedback.

Impact #1	The bank is able to offer customers a version of banking that fits into their mobile or digital lifestyle.
Impact #2	The team can now proactively make improvements and fix problems before they even affect the end user.
Impact #3	When a customer does have a problem, they can call the help desk and receive immediate, tailored advice.

Impact #1

The bank is able to offer customers a version of banking that fits into their mobile or digital lifestyle.

Impact #2

The team can now proactively make improvements and fix problems before they even affect the end user.

Impact #3

When a customer does have a problem, they can call the help desk and receive immediate, tailored advice.

Benefit #1	The bank has over 200,000 happy mobile users.
Benefit #2	Customer adoption skyrocketed after the release of the new and improved app.

Benefit #1

The bank has over 200,000 happy mobile users.

Benefit #2

Customer adoption skyrocketed after the release of the new and improved app.

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Overview

Meet the Spanish Bank That’s a Leader in Finance and Mobility

Operational Impact

Quantitative Benefit