HCL Enhances Online Customer Experience of

The client headquartered in Abu Dhabi in the UAE, is a diversified full service bank

active in all banking services that span corporate, retail and commercial banking as

well as in the areas of treasury derivatives, infrastructure finance, private banking

and wealth management. The Client’s strong franchise is supported by a network of

172 ATMs across the UAE and 45 branches in the UAE as well as 2 branches in India.

The Client is indirectly majority owned by the Government of Abu Dhabi. It is the

third largest bank in the UAE and second largest in Abu Dhabi by assets.

Client Brief

A Commercial Bank in the Middle East

BFSI - Middle East

Client Requirements

The client wanted a robust web content

management (WCM )solution that was

scalable, user friendly and ensured faster

implementation. The bank did not want to

outsource the website maintenance to an

external web agency, instead they were

looking for a partner who could provide

content management solutions where the

business users would be empowered to edit

content themselves without having to rely

on anyone else to make it live

Solutions Offered

After extensive evaluation, the bank

selected SDL Tridion for their web content

management requirement and HCL

Infosystems, an expert in SDL Solutions

implementation as an implementation

partner for this project.

The portfolio of solutions offered by HCL &

SDL Tridion included the following-

Ÿ The bank's main website was hosted in

English and Arabic with consistent

branding and updated content. This was

done using SDL Tridion XHTML and

cascading style sheets. HCL created the

initial templates and migrated the legacy

d a t a i n t o t h e n e w C M S . T h e

implementation took just 21 days.

Ÿ The websites of the subsidiaries of the

bank were also hosted on SDL Tridion

just like the main website. This included

the real estate management arm of the

bank, brokerage services division,

Islamic Financial Services division and

rewards program site for bank's

customers.

Ÿ SDL Tridion- This product was deployed

to control the entire digital ecosystem

from one platform, giving the content

contributors who are business owners

full control over content creation,

audience targeting, multi-channel

distribution, language translations,

campaign management and site

analytics

Ÿ Audience Manager, a feature of SDL

Tridion was deployed to understand

who is visiting the site and where they

are coming from.

T h e b a n k h a s a l s o d e p l o y e d

communication statistics to find out

the popular segment or content on the

site. The objective was to enable the

bank to optimize content and make

adjustments based on visitors'

interests.

Ÿ SDL Outbound Email was deployed to

create separate emails for different

segments of customers and to track

opened mails by the customers or click

on a particular call to action to a landing

page or mini-site.

Outbound Email complements the SDL

Tridion WCM by creating multi-channel

o p p o r t u n i t i e s fo r t h e b a n k ' s

communications. For example, credit

card users can be segmented based on

the type of card (platinum, gold and

classic), and each of those segmented

g ro u p s g e t s p e c i f i c m a i l i n g s

accordingly.

Business Benefits

Ÿ Website maintenance cost reduced by

50%

Ÿ Improved customer acquisitions and

retention helped bank achieve better

financial results

Ÿ Efficient utilization of resources-the

business users are empowered to

make changes on the website with

proper content authorization in place

through an effective workflow and

content reuse

Ÿ Increased customer engagement as

the bank is able to send personalized

emails/ communication to the target

audience based on their product

interest and preference

HCL developed a number of different

templates depending on which business

unit creates an email or newsletter.

HCL completed the entire implementation

of outbound mail in just 9 days.

Customer Testimonial

“Best Structure Award - UAE, for our website endorses all the hard work HCL Infosystems

has put in. Congratulations to HCL Infosystems” - AVP

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About HCL InfosystemsHCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,401 crores) is India's Premier Technology Company and offers

a wide spectrum of IT Services and Products ranging from Cloud to Learning Solutions. As a complete IT solutions provider the

company offers comprehensive offerings in Enterprise Application Services, IT Infrastructure Managed Services, System

Integration, Office Automation Products and Services, Distribution and Support Services. The company operates in both the

Consumer and the Enterprise space – offering the latest mobility products and operating in verticals like BFSI, Telecom, and

Healthcare respectively.

HCL Care, the support and service division of the company has one of the largest and most extensive service networks across

the country and provides end to end support services for various IT, Telecom and Consumer Electronics products.HCL

Infosystems has one of the largest distribution network of digital lifestyle global brands and an unparalleled robust service

network in the country including Tier 2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100% subsidiary of

HCL Infosystems focuses on multi brand distribution and offers value added distribution for its partners including strategic

consulting services, last mile connect and support in marketing and promotions. HCL Learning a division of the company

covers the entire spectrum of education and training requirements across schools, colleges, individuals and enterprises and

offers rich learning solutions across these segments. HCL Infosystems MEA (Middle East and Africa), a fully owned subsidiary

of HCL Infosystems is part of the emerging markets outreach of the company and focuses on expanding the business in the

Middle East and African geographies and provides comprehensive IT solutions to customers across verticals in the region. The

company also has robust operations in Singapore with its subsidiary HCL Insys Pte. Ltd. gaining traction in the region with its

Enterprise solutions including a strong offering in Infrastructure Managed Services

For more information please visit us at www.hclinfosystems.com

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