Santander Bank Digital Transformation
Santander Uruguay, the leading private bank in the country, collaborated with us to revamp its website using Drupal 10. The bank faced issues with slow performance and limited team control, but the project resulted in a faster and more user-friendly platform. The adaptability of Drupal facilitated quick campaign launches, secure banking integrations, and digital growth, ultimately doubling new account conversions, increasing product leads by 60%, and making the site the fastest among Uruguayan banks. The previous website had a slow load time of 7 seconds, confusing navigation, and outdated content management tools that were on the verge of losing support. The high volume of support queries placed significant strain on the contact center, and the teams lacked independence in marketing and governance. Objectives included enhancing speed, streamlining navigation, improving accessibility, and equipping editors with self-service tools like an upgraded Frequently Asked Questions (FAQ) section.
To implement these changes, we began with a discovery phase, gathering insights from stakeholders for a user-centered redesign. Drupal's features, such as drag-and-drop content creation, advanced search capabilities, and media management, simplified the process without the need for custom coding. The site was reorganized for easier navigation, integrated with banking systems, and provided with reusable promotional components. Over a span of eight months in 2023, our team, which included project managers, developers, architects, testers, quality assurance specialists, designers, and UX/UI professionals, dedicated over 3,000 hours to this project. Now, teams can update content in just minutes, leading to 60% of account sales occurring digitally and achieving the fastest site speed in Uruguay. Load times have improved to 2.5 seconds, accessibility scores have increased from 60 to 95, and user satisfaction with digital tools has risen by 30%. This reduced user friction and increased engagement, clearly demonstrating the positive impact of Drupal. Notable statistics include a 30% increase in digital help center satisfaction, 80% of new accounts created through digital channels (a doubling), 60% more product leads, and speed improvements of 25% on desktop and 36% on mobile.