The client is the consumer division of financial services of a multinational banking group.The bank has 2,649 branches in 19 countries, including 723 branches in the United States and 1,494 branches in Mexico

The client wanted to ensure content best practices were followed for their portals across APAC and EMEA regions - hence Citi approached Xerago and come up with Digital programs that ensured customers had a great experience while on the website. Xerago was also requested to act as a gate- keeper for content that was being moved to the live sites.

Challenges

Volume of day to day content migration volume across Singapore, Malaysia, Thailand, Indonesia, Vietnam, Philippines, Australia, Hong Kong, India,UAE & UK was high, hence Citi was looking for a partner that could manage multilingual content, across timezones, with unique challenges to each market. Several in-country agencies were creating web pages that followed different standards. Hence standardization and setting cadence to a daily process demanded huge process maturity and Digital Marketing lifecycle experience.

Solutions

Centralised process was created to match multiple countries in APAC and EMEA regions.Best practices and standards were figured out, tested and explained over multiple sessions to countries and ensured they are adhered. Xerago also created acustomised time zone support mechanism based on every country, their needs and operations.Over multuple training sessions, Xerago educated their local agencies, providing customised checklists and fail-safe methods. Priorities and escalations were handled instantly and administered promptly.

Results

Technology

Sucessfully managing services for more than 10 years in a row. Now, Xerago is a of the trusted partner for Citi with complete knowledge of how to handle peaks, lows, multiple languages, and cultural sensitivities. Set up a robust process that works on clockwork precision to handle the volume of changes and resource shortage.

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