Community West Bank
Services we provide:
- Discovery
- Strategy
- UX/UI design
- Website development
- Xperience by Kentico implementation
About Community West Bank
CWB is a large community bank in southern California with over 20+ locations and a track record of financial strength, security and stability gained over its 44 years in business. CWB has set itself apart from other banks by its people, dedication to client advocacy, exemplary "relationship banking," strong community support and a mission to exceed expectations. With a passion for providing customized solutions, the merger drove the decision to revamp their digital services to better serve their customers.
The Process
In an era where digital presence is critical to financial institutions and mergers are frequent, the successful merger of Community West Bank (CWB) and Central Valley Bank (CVB) depended on a robust and well-executed digital strategy, critical to providing a seamless user experience for customers and employees. SilverTech, leveraging its expertise in Xperience by Kentico website development, customized a digital solution that unified the brands of these two banks into one cohesive user-friendly digital experience in just 4 months from start to launch.
The Challenges
The merger of CWB and CVB presented unique challenges, particularly in integrating two distinct digital landscapes into a single cohesive website. The biggest challenges included:
- Differing Content Strategies: CWB's site was optimized for SEO with a rich content library, while CVB's site focused more on detailed product pages. Balancing these different content approaches was crucial.
- Short Timeline: The project needed to be completed with a demanding timeline, delivering a high-quality, functional website, from planning to launch in less than four months.
- Outdated Technology: The old CWB site suffered from poor mobile optimization, slow speeds, outdated information, and a lack of interactive features. This hindered customer engagement and usability.
Goals for New Site
SilverTech identified four main goals for CWB's new website with the main goal of unifying the brands. The merger of the two banks presented a unique opportunity to take advantage of the best from both brands.
Solution and Implementation
Based on the insight gained, SilverTech devised a comprehensive strategy roadmap to address the challenges and deliver a seamless digital experience for the bank merger. It was SilverTech's recommendation that Kentico's newest hybrid CMS platform Xperience by Kentico would be the best solution for the new website. Xperience with robust features and functionality allowed SilverTech to create an exceptional digital user experience efficiently for CWB.
The Key components of the solution include:
- Unified Content Strategy: SilverTech developed a content migration plan that combined the SEO-rich content from CWB with the detailed product information from CVB. This approach ensured that the new site would benefit from both banks' strengths while avoiding duplication and inconsistencies.
- Modern Design and Functionality: The new website was built with Xperience by Kentico, featuring a modern, responsive design to enhance user experience across all devices. Key features included:
- Enhanced Interactivity: Interactive elements and engaging content to improve customer interaction and retention
- Improved CTAs: Clear, strategically placed CTAs to guide users through the site effectively
- Technical Upgrades: Faster loading speeds, improved reliability, and mobile optimization to ensure a smooth user experience
- New Functionalities: Inclusion of essential tools like product comparison tools, branch locator and more
- Accelerated Development Timeline: Despite the tight timeline, SilverTech employed agile development practices to ensure timely delivery without compromising quality. The team worked in sprints to continuously test and refine the site, leading up to a successful launch within the four-month timeframe.
HIGHLIGHTS
How Can Digital Agencies Help With Merger and Acquisition Success?
8/13/24
The Value of Digital Agencies in Mergers and Acquisitions (M&A) Success
An expert digital agency can bring a unique perspective and skill set to a pending or post M&A process. These partners can work with marketing leaders to help navigate the complexities of merging or reimagining digital identities, marketing strategies, websites, data, tracking and KPIs, ad campaigns and much more. The goal with engaging a digital partner in this process is to retain optimal customer/member experiences (and I would argue, also maintain employee sanity!) through what can be a tangled process when you merge two brands/cultures.
Here's How a Digital Agency Can Help During This Process:
Brand Consolidation and Identity
- Working with client stakeholders to develop a unified brand identity that resonates with the combined customer base.
- Creating a plan to deliver a consistent identity across all digital touchpoints.
- Conducting brand audits and gap analysis to identify areas for improvement.
Website and Digital Asset Management
- Consolidating websites and content management technology into a cohesive digital experience.
- Migrating content and data efficiently while preserving critical information.
- Optimizing website performance and user experience to ensure a seamless transition for customers.
- Implementing a robust digital asset management (DAM) system to centralize and manage all digital assets.
- Implementing Google Analytics 4 (GA4) to track website performance and user behavior.
- Establishing key performance indicators (KPIs) to measure ongoing brand awareness and success of the merger.
Technology Assessment and Integration
- Assessing the existing technology infrastructure and identifying areas for improvement.
- Selecting and implementing the right CMS platform to support the combined organization's needs.
- Integrating disparate systems and data sources to create a unified view of the customer.
- Ensuring compliance with industry regulations and security standards.
- Training both teams on new technology adaptations.
Customer Experience (CX) Optimization
- Conducting thorough customer journey mapping to identify pain points and opportunities for improvement.
- Personalizing the customer experience based on individual preferences and behaviors.
- Implementing advanced analytics to track customer interactions and measure the impact of changes.
- Leveraging data insights to drive continuous improvement and innovation.
- Creating customer-facing interactive tools that onboard new customers and show value of the newly combined organization.
Web and Hosting Security
- Conducting thorough security assessments of existing platforms.
- Ensuring compliance with data privacy regulations (e.g., GDPR, CCPA).
- Auditing and addressing WCAG ADA accessibility and site performance.
- Implementing disaster recovery and business continuity plans.
Communication - Internal and External
- Providing training and support to employees and customers throughout the transition.
- Communicating the benefits of the merger and the new digital experience to customers.
By partnering with an experienced, trust-worthy digital agency, a well-executed digital transformation can strengthen the combined organization's brand, increase customer loyalty, and drive long-term growth.
If you’d like more information on how SilverTech has helped organizations through a merger or acquisition, please contact us and we’d be happy to share them with you.