The new process resulted in a better onboarding experience and higher customer engagement.
Sagepath Reply, a digital experience agency within the Reply network, has successfully partnered with SouthState Bank to enhance its consumer checking onboarding experience.
By delivering a personalised, multi-channel journey, Sagepath Reply helped SouthState guide new customers through essential onboarding activities while introducing them to additional products and services.
SouthState Bank, that serves over one million customers across the southeastern United States, sought to create a cohesive, personalised onboarding experience that would offer clear, guided steps for new customers, helping them navigate key activities such as downloading the mobile app, enrolling in eStatements and online banking, setting up a digital wallet, and subscribing to account alerts. To achieve this goal, SouthState turned to Sagepath Reply for their expertise in designing customer-centric digital experiences.
Sagepath Reply created a personalised, multi-channel onboarding journey using Salesforce and Kentico. This solution included custom emails, SMS reminders, a central landing page for onboarding activities, and personalised hero images to enhance user experience.
The new onboarding process resulted in higher customer engagement, with email click-through rates exceeding industry averages, a 53% increase in journey activities, and a 24% SMS click-through rate, 15% above industry standards.
Missy Power, Director of Digital Marketing at SouthState Bank shared, “Sagepath Reply elevated our onboarding journey, creating a smooth and personalised start for our new customers. We’ve seen a remarkable boost in engagement thanks to their expertise.”
The enhanced journey not only helped new customers complete essential onboarding tasks but also successfully introduced them to additional products and services, leading to a more comprehensive and enjoyable onboarding experience.
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