Personalisation for B2B and B2C audiences improved user experience and increased leads.

Their challenge

FirstPort struggled to cater to both their B2B and B2C customers. They found that B2C customers in particular relied heavily on the customer services team. They approached us with clear business objectives: they wanted a site that supported both B2B and B2C audiences with improved user experience and self serve options. They wanted to increase brand engagement and future-proofed the site so that it could always keep up with demand.

Our solution

Our new website for FirstPort utilised the following Sitecore platform features with award-winning results:

  1. Sitecore Experience Database
  2. Sitecore Analytics
  3. Sitecore Federated Experience Manager
  4. Sitecore Web Forms For Marketers
  5. Goal triggered personalisation based on B2B and B2C audiences

The results

  • An Immediate drop in bounce rates and increase in page views and visit duration
  • Customer self-help and use of forms increased, calls to service team decreased
  • Mobile use up 22%
  • User experience improved with relevant information and personalised emails
  • Analytics monitored daily to respond to customer needs
  • 2016 Sitecore Experience award-winning project for Omni-channel Automation: Real-time engagement

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