Customer Success

"The benefits of compelling online products and services are impressive in terms of impact to the bottom line, increased loyalty and customer acquisition. As we began the project to deliver an enhanced online experience for our customers, we knew we needed a more effective way to validate user requirements. With iRise simulations, we are able to ensure that we are building the right applications for our customers the first time."

– David Nix, VP of Online Banking, SunTrust

Background
In 2004, SunTrust acquired National Commerce Financial (NCF) to become the 7th largest retail bank in the U.S.

Challenge
The business owners at SunTrust were faced with the challenge of retaining over 1 million new customers while at the same time raising consumer awareness of the bank as a technology leader. An entirely new online banking application had to be delivered in under 6 months, with aggressive retention goals (92% in 90 days) and in support of the rebranding of the entire bank. It was clear that traditional text-based specifications were not going to get them there.

Result
SunTrust used iRise to quickly create high definition simulations of the proposed new online solution. Using iRise, SunTrust business analysts were able to quickly elicit requirements from project stakeholders and then let everyone involved "test drive" the new system before any development. In just 4 weeks the new site was completely simulated and the business owners had received the go-ahead from the steering committee and marketing.

Using the iRise simulation as a visual blueprint, the development team then delivered the final application into production in just 5 months with literally no rework – well ahead of the originial 11 month estimate given prior to the introduction of iRise into the process. The business owners were ecstatic to find that they exceeded their retention goals – 95% of NCF customers signed up in just 30 days.