SmartCheck Onboarding
Case Study
Enhancing consumer checking onboarding experience for SouthState
Through a personalized, multi-channel journey, SouthState Bank expertly delivered a compelling onboarding experience for new customers, with the help of Sagepath Data Template.
The Challenge
Creating a cohesive and seamless journey
aimed to deliver a personalized onboarding experience
with clear, guided steps for new customers.
Scenario
Building a friction-less
onboarding experience for
consumers
SouthState Corporation, a financial services company headquartered in Winter Haven, Florida, serves over one million customers across Florida, Alabama, Georgia, the Carolinas, and Virginia, with its nationally chartered bank subsidiary. SouthState sought Sagepath Data Template help to create a guided, personalized, end-to-end onboarding experience for new customers, equipping them with the tools to complete key onboarding activities while promoting additional SouthState products and services.
The specific onboarding activities included actions such as downloading the mobile app, enrolling in eStatements, enrolling in online banking…
What We Did
Implementing a personalized, multi-channel journey
Sagepath Data Template partnered with SouthState to design and implement a personalized, multi-channel onboarding journey utilizing Salesforce and Kentico. The comprehensive solution included:
13
Onboarding e-mails
Tailored content to guide customers through each step of the onboarding process.
6
Tailored SMS messages
Timely reminders and updates to ensure customers stayed on track.
1
Website landing page
A central hub for onboarding activities, providing easy access to resources and information.
8
Personalized hero images
Dynamic visuals on the website to enhance the personalized experience.
The Results
Improved customer engagement and enhanced
customer satisfaction
The personalized onboarding experience delivered significant improvements in customer engagement and onboarding activity completion across many fronts.
Strong email engagement
- Achieved a rate higher than the industry average, reflecting strong customer engagement with the email content.
53% more journey activities
- The new onboarding program featured 53% more activities (emails, SMS, decision splits) than the original, offering a richer and more interactive experience for customers.
24% SMS click-through rate
- Achieved a 24% click-through rate, 15% higher than the industry average, demonstrating effective use of SMS for customer engagement.