Briefs

HDFC Bank’s new Web solution

C N Ram Head, IT HDFC Bank

HDFC Bank has selected Interwoven’s Web Content Management (WCM) solution and Content Distribution software to enhance customer experience, reduce operational costs, and streamline compliance processes related to its Web site. With Interwoven, the bank will allow business users across the organisation to manage content on the Web without the assistance of its IT department.

HDFC Bank aims at being consistent, comprehensive and accurate in providing online information to both domestic and international customers while adhering to regulations such as Sarbanes-Oxley.

Previously, the bank relied on its IT team to manually upload a rapidly-growing amount of content on the Web. This process was time-consuming, error-prone, and not robust enough to scale to the large volumes that needed to be uploaded. It also did not allow the bank to keep auditable copies of all Web content changes.

Due to the time-consuming process, the marketing department was often forced to wait for long periods before new marketing content could be added to the site by the IT personnel. As a result, branding across the bank’s various sites was inconsistent, and did not reflect the changing market trends and consumer demands.

“Marketing promotions could not be updated in a timely manner across our Web site, hindering time-to-market for the new products, which in turn often translated into revenue losses,” commented Ajay Kelkar, Head of Marketing at the bank. “Inconsistency in branding across the site meant that customers were not receiving the best possible experience on our site, and that needed to change if we had to continue strengthening our position in the market.”

To address these challenges and reduce the risk of providing customers with outdated or inaccurate information, the bank sought a solution to enable them to automate Web content publishing and enhance search functionality with robust and integrated metadata technology. After evaluating different systems, it selected Interwoven because of its proven solutions designed to help enterprises improve customer experience.

“Leveraging industry-leading technology to promote our brand and ensuring that we provide our customers with the highest level of satisfaction is imperative for us,” said C N Ram, Head of IT at the bank. “We needed a solution which would enable us to deploy and integrate our content across our Web site accurately, securely and easily. It became clear that Interwoven was the only solution that could enable us to meet our objectives.”

By empowering business users with direct content control, the bank will let its IT department focus on other business-critical issues, thus improving its operational efficiency.

“Having a competitive advantage and being able to react to a rapidly-changing business climate is important within the financial services market,” commented Sunil Chavan, India Country Manager, Interwoven.