What Ten Steps and Five Websites Concealed from the Bank’s IT Team
What we achieved
-
Less friction
onboarding five web properties -
Exceptional ROI
saving 1,700 high-value user sessions per month -
Resolved drop-off
in as little as three minutes
To who
-
Industry Banking
-
Products: HCL Discover+
-
Region Latin America (LATAM)
Overview
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Part 1
Challenge
A major Latin American bank was suffering from significant customer drop-offs during its 10-step, 5-website online account-opening process. Traditional Application Performance Monitoring tools showed 100% uptime, obscuring critical friction points like broken mobile handoffs and false backend error messages.
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Part 2
Solution
- HCL Discover+: Implemented AI-powered behavioral analytics and session replay to detect friction points, false alarms, and drop-offs in real time.
- HCL Unica Deliver: Automatically triggered personalized recovery messages (e.g., completion prompts or confirmation emails) to affected users while ensuring full GDPR and PCI DSS compliance.
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Part 3
Results
- Rapid Recovery: Average time from friction detection to sending a recovery email dropped to 3 minutes.
- Rescued Revenue: Successfully resolved ~1,700 high-value sessions per month before customers abandoned or complained.
- Scalable Impact: Solved the 50% drop-off rate at the biometric step and unified recovery logic across all 5 web properties.
The Challenge
A leading Latin American bank sought to understand the customer experience during online account opening. The process involved five websites and ten steps, including a form, PIN entry, a biometric face scan within the bank’s app, and a final return to complete the process. While each step addressed regulatory, identity, and fraud prevention requirements, the monitoring system lacked visibility into the actual customer experience.
Uptime dashboards confirmed all pages were operational, but did not reveal issues such as a PIN field rejecting valid input or a stalled biometric scan that forced customers to restart. Two hidden problems were significantly reducing conversions:
- The Handoff: Transitioning customers from a web browser to a mobile app mid-process, then back again, was the most challenging step. Half of the users who reached this point did not complete the process.
- False Alarms: Some customers who successfully created an account received a backend error message on the final page. While the system recognized the account as active, customers believed the process had failed.
This highlighted the gap between system performance and customer experience. Although the system functioned correctly, customers were abandoning the process.
The Solution
The bank implemented HCL Discover+, an AI-powered behavioral analytics platform, to understand the process from the customer’s perspective, rather than relying solely on server logs. Through session replay and behavioral analytics, Discover+ reconstructs individual user journeys and identifies friction points in real time. It distinguishes between users who abandon the form voluntarily and those blocked by technical issues.
When Discover+ detects a drop-off or false error, it promptly forwards the case to HCL Unica Deliver a cross-channel messaging platform that automatically sends a personalized recovery message. Customers who encounter issues at the mobile handoff receive a prompt to complete the process. Those who see a backend error receive a reassuring email confirming their account is open, and no further action is required.
Because HCL Discover+ and HCL Unica+ Deliver are designed for strict compliance environments, the entire detection-to-recovery process operates securely within GDPR and PCI DSS compliance standards. This ensures sensitive data remains protected while providing a seamless customer experience.
No support tickets. No waiting queues. No customers left uncertain.
The Results
- Instant Recovery: On average, only 3 minutes elapse from Discover+ detecting a friction point to the customer receiving a recovery email.
- Revenue Rescued: 1,700 sessions per month are identified and resolved before a false error results in a lost customer or an inbound complaint.
- Actionable Visibility: The 50% drop-off at the biometric handoff is now addressed immediately through automated recovery sequences, rather than hidden in a funnel report.
- Unified Logic: The same detection and recovery processes now operate seamlessly across all five of the bank’s websites.
Why It Matters
Most digital experience teams rely on dashboards that only indicate whether systems are functioning as expected. HCL Discover+ bridges the gap between system uptime and actual customer experience. By identifying specific moments of confusion, false alarms, or obstacles that standard Application Performance Monitoring (APM) may overlook, organizations can convert failed sessions into revenue.
This approach is scalable. By applying the same detection and recovery methods to loan applications, service requests, or onboarding, banks can eliminate blind spots and provide a seamless digital experience at every stage.
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