Winning Gold in the Experience Platforms category at The Drum Awards for Digital Experience is Rika for its work with Kensington Mortgages. Here is the award-winning case study.
This digital transformation sets a benchmark for future digital initiatives in the financial services sector
Winning Gold in the Experience Platforms category at The Drum Awards for Digital Experience is Rika for its work with Kensington Mortgages. Here is the award-winning case study.
Kensington Mortgages aimed to reinvent itself as a modern, customer-centric digital company. The primary goals were to enable engagement with end-customers by developing a direct-to-consumer platform, streamline operations by consolidating multiple outdated sites, and leverage data-driven insights for better customer profiling and journey analytics.
Progress Sitefinity was the Experience platform of choice, implemented by long-term partner Rika.
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The first step was consolidating Kensington’s digital estate on to a single, multi-site Sitefinity instance. Platform security improved with a single codebase, reducing maintenance overheads.
The next crucial step was integrating the Customer Data Platform (Sitefinity Insight). This enabled on-site personalization, audience segmentation, journey analytics, and A/B testing, allowing real-time learning of visitor behavior to optimize content performance and deliver qualified leads to Kensington’s preferred mortgage brokers.
Content automation and compliance were streamlined using Sitefinity environment synchronization (SiteSync). This tool automated content updates between Staging and Production environments, ensuring consistent and audited content management.
Personalized interactive pages and widgets, such as mortgage calculators, became key customer engagement touchpoints. User journeys and segmented information were designed to simplify complex applications and information architecture.
The digital transformation delivered substantial improvements. The new personalized web experience significantly improved both end-customer and intermediary (broker) engagement and satisfaction.
Users received tailored information about mortgage products, eliminating irrelevant content. Continuous audience analysis led to content optimizations and new page designs. User journeys were optimized to convert, providing valuable business intelligence about Kensington’s audience.
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Operational efficiency improved dramatically. Consolidating six sites into one eased maintenance and updates.
Data-driven insights and compliance saw marked improvements. Simplified security audits and compliance processes adhered to financial regulations. A detailed, anonymized database of customer behaviors and journeys was created. Business intelligence tools provided a comprehensive view across touchpoints.
Rich, directly submitted data enabled better-tailored financial offers. Online tools provided detailed audience insights beyond basic demographics. The customer-facing website offered valuable insights for internal discussions and new financial product opportunities.
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Broker engagement improved as well. The broker portal prioritized assets for new business and case progression. Detailed analytics on broker behaviors allowed continuous portal enhancements. Online tools quickly qualified prospects based on changing criteria. Kensington gained more control over product rate communication, positioning itself as an agile, progressive mortgage lender. This boosted broker confidence and established a competitive edge.
This digital transformation exceeded Kensington Mortgages’ goals, setting a benchmark for future digital initiatives in the financial services sector.
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Rika
Rika is an independent growth partner combining strategic depth with the ability to design, build and execute where our clients need it most. We operate in the...