Best Practice Report

How BB&T Built A Superior Online Application

Rethinking Processes And Practices Results In A Best-Practice Sales Process

February 12th, 2007
BS
Brad Strothkamp
With contributors:
Carrie Johnson , Peter Hult

Summary

In late 2005, the BB&T eBusiness group assembled a team to rebuild and rethink the online checking account application and associated processes. The team, which involved key members of the organization, rethought and redesigned long-standing processes and built a checking account application that promises to be the envy of the industry. The new application has resulted in more sales, reduced costs, and a better overall customer experience. But more importantly, the story of how the application came together is a blueprint for other eBusiness organizations.

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