Challenges

• The client aimed to enhance its digital infrastructure for global operations.
• Planned multiple website projects across four continents and various stakeholders.
• Sought to improve services by leveraging a scalable digital framework.
• Needed better customer insights to deliver personalized experiences.
• Needed a technology partner to align with their vision and implement the right solution.

COMPANY

The organization is a Fortune 500, American multinational financial services corporation, headquartered in the New York City. Founded in 1850, today, they have offices across the globe. The financial institution provides innovative payment, travel, and expense management solutions to individuals and businesses of all sizes.

INDUSTRY

Banking & Financial Services

SERVICE PROVIDED

Digital Experience Transformation & Personalization

Solutions

Our team helped the client implement a comprehensive digital infrastructure with a new CMS, email marketing, automation tools, and analytics platform. They developed a Customer Experience Roadmap to enhance the client’s ecosystem and executed website projects across four continents, leveraging Altudo’s global marketing operations center.

To enable scalable global execution with long-term cost efficiency, the client leveraged Altudo’s Global Capability Center (GCC) model, unlocking access to a dedicated, cross-functional delivery team that ensured operational excellence, faster time-to-market, and consistent quality across regions.

Additionally, the team integrated systems to create a single customer view, automating data flow from their data warehouse to the marketing platform. By adopting best practices like scoring, personas, and personalization, they improved customer engagement and lead conversion. This enabled personalized experiences across regions, ensuring a seamless and customized journey for customers while optimizing global digital operations.

Results

• 99.8% website uptime increased
• 97.6% SLA adherence increased
• $1.9B pipeline increased
• $1.3M cost saved

Background

Being an American multinational financial services corporation, the client wanted to upgrade their digital infrastructure to be more responsive to customer needs, deliver personalized experiences across channels, enable the marketing team and gather customer insights.

The organization chose Altudo as their partner on their road to digital overhaul. Our experts kicked off the project by conducting workshops to understand the client’s business goals and develop a customer-focused experience roadmap to support that.

The aim was to execute an ideal ecosystem built on a power-packed digital platform that could be used for global marketing operations. The technology stack used to deliver this project were: Sitecore, Adobe, Salesforce, and Eloqua.

Client’s multiple websites were built on Sitecore technology, which are equipped with: a new CMS, email marketing & automation tool, and analytics. A robust content management system empowers them to deliver exceptional customer experience across the channels among all the targeted four continents.To scale and sustain these initiatives efficiently, the client adopted Altudo’s Global Capability Center (GCC) model, providing ongoing access to a dedicated, cross-functional team that ensured high-quality delivery across global markets.

These websites are built on digital and CEX best practices and combine capabilities such as : customer data, analytics, automation, scoring, personas, nurture, and personalization. With new integrated technology, the client’s marketing team has a single view of the customer, powered by a consolidated, automated data feed from the data warehouse. They can now successfully roll out customized and personalized experiences for their customers across regions and attributes.

As a result of our implemented solutions, the organization was successfully able to build a global marketing operations center. They saved 1.3 million costs; with 99.8% website uptime increased and 97.6% SLA adherence increased.