case studies
Gasbox helps Kaupthing Edge launch its online savings bank with Gasbox Incubator. The project was briefed on 14th November 2007 and the soft launch took place on 4th January 2008.
background
Kaupthing Bank wanted to launch its UK version of Kaupthing Edge, its global online retail services offering, at the beginning of January 2008. Its first product was a market-leading instant access savings account, alongside a suite of fixed term deposit accounts. Kaupthing Edge UK chose a team of experts from Gasbox, Jaywing, and Graphico to help them with this challenge.
Kaupthing Edge also hit the Isle of Man market in April 2008.
brief
The team was tasked with developing a website, putting in place application processing, including appropriate online bureau and money laundering checks, and providing a customer service call centre to ensure an experience consistent with the expectations of the target customer profile.
deliverables
Gasbox was responsible for the design, delivery and ongoing management of the contact centre capability including sourcing exceptional people to support direct customer communications as well as the design, delivery and execution of customer processes.
Data and analytics expert Jaywing was responsible for the development of the data and systems elements, including Smartdecisions - an online service linked with the bank's core internet systems to conclude the online bureau checks and automated data management between all relevant parties, ensuring each is up to date at each stage of the process. The welcome programme is also run by Jaywing.
Creative digital agency Graphico produced a dynamic yet highly accessible website with a user friendly online application process. The website integrates with Jaywing's Smartdecisions.
results
The UK project was briefed on 14th November 2007 and the soft launch took place on 4th January 2008.
Application volumes exceeded target by considerably more than 100% and a substantial amount of money was placed on deposit. The team regularly handled over 1000 contacts per day.
The technical infrastructure operated continuously and easily dealt with the additional volume generated by the launch in both territories.
Customer feedback has praised the simplicity of the application process and speed of the necessary checks.
client testimonials
John Echavarria, Director of Information Technology at Kaupthing stated: "I am delighted by the team's ability to deliver our first UK online retail banking product in such a tight timescale, which is a testament to their "can do" attitude. They are a professional team and we have enjoyed working with them. Consequently we look forward to our continuing relationship".
Aidan Doherty, Managing Director at Kaupthing commented "I am extremely pleased with how smoothly the project has been run by a professional and tight-knit team and I am confident in their continued ability to deliver."
Andy Gardner of Digital Marketing Group added "This is just the sort of challenge we love to take on and I'm very proud of the team. It's an excellent example of how our consultancy, technical know-how and products work together to achieve a great end result."
