Save or Share this Report

For eBusiness & Channel Strategy Professionals

Case Study: Sovereign Bank Improves Multichannel Selling With Online Advice Tool

August 10, 2009


Why Read This Report

Sovereign Bank knew that more small business customers were going online, but its Web site had only static content with no online application. New accounts could only be opened in branches. Many of the leads Sovereign did get online were unqualified, and finding the right products could be challenging for both new customers and branch representatives. The bank implemented an online guided selling tool from Ignite Sales using the Web as a gateway for its multichannel sales process. Within three months of its online launch, the online channel had sourced more than $2 million in new deposit leads for the branches. The online guided selling tool has improved the online customer experience with self-service applications, improved lead quality for the bank, and reduced complexity and sales time for customers, and it has also helped the bank integrate multiple channels into a better sales process.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Problem: Sovereign Had No eBusiness And A Limited Multichannel Sales Process
  • Action: Sovereign Built An Online Guided Selling Tool On A Proven Framework
  • Results: Sovereign Sees Multichannel Benefits Through Online Guided Selling
  • Analysis: What's Next For Online Guided Selling Tools?

  • Build An Online Guided Selling Tool To Drive Multichannel Sales
  • Related Research Documents