First Citizens Bank

First Citizens Bank Retains and Grows Their Customer Base with Improved Web Site

First Citizens Bank had earned a stellar reputation for outstanding customer service. However, their web site’s limited functionality did not translate those qualities online. Vialogix was tapped to improve the organization of content and help the bank demonstrate online the great service they were known for in their branches.

The solution entailed integrating products and services pages along with multiple applications including online banking, bill-pay, brokerage, external wealth management vendors and human resources tools such as PeopleSoft. Vialogix’s strategy was to make the site customer-service centric to reflect the bank’s greatest strength. To accomplish this goal, Vialogix interviewed customers to determine their most important needs. Vialogix researched competitive sites and combined the best customer-centric tactics with fresh ideas to produce a much-improved site. The Big Idea was placing a call to action on all key product pages so that customers could easily contact customer service via email, phone or via the closest branch to answer any question immediately. Vialogix matched customer needs with the bank’s overall goals to produce a site that delivered against their well-earned reputation for outstanding service. As a result of the new site, First Citizens Banks’ online customer satisfaction improved due to access to customer service and self explanatory pages of information.