CAse study | 12 MINUTe reading

Agility, Autonomy, and New Touchpoints for BNB's Users

BNB transformed their Public Portal and Intranet to serve clients and internal teams more effectively.

Key Takeaways

+16%

average time spent on the page

portals managed in one place

-24%

reduction in page load times

Key Takeaways

Expand your digital horizons
BNB has optimized operations by managing their public portal and intranet on a single platform, bringing ease and autonomy to IT and non-technical teams as well as decreasing time-to-market for launching new digital services and solutions.
Put the user experience at the heart of your strategy
Clients, content administrators, IT, and employees have all gained a better, easier, and more agile experience after almost 10 years of partnership with the Liferay platform. Since the last portal update, there has been a reduction in the average time taken for redirects, domain queries, server connection and response, and page downloads.
Keep evolving constantly
Banco do Nordeste prioritizes meeting new demand and keeping up with market trends, always looking for ways to improve client communication.

The Largest Regional Development Bank in Latin America

Banco do Nordeste (BNB) is the largest regional development bank in Latin America, acting as the development bank for the Northeast region. BNB serves about 2,000 municipalities in 11 states and has approximately 7,000 employees.

Banco do Nordeste and Liferay: A Long-Standing Partnership

The relationship between Liferay and BNB began in 2014 when BNB wanted to reinvent the user experience for their clients and internal teams. Previously, they worked with a legacy CMS solution.

Liferay's diverse native features, as well as their low total cost of ownership, expansion capabilities, and ability to integrate with other legacy systems, were fundamental to rebuilding the public BNB website.

Websites

Customer Portals

Intranets

New Digital Experiences for Clients and Employees

The first step was to migrate all the content from the legacy system to the new portal, which included more than 15 years of documentation. Additionally, a number of improvements were implemented, including:

New information architecture, successfully serving the diverse audiences that access the portal and supporting the large number of services available. There are almost 2,000 pages on the portal.
Private account access for clients as well as access to credit programs and the bank's communication channels.
More client services within the portal, speeding up prospecting and optimizing the time spent in-person.
Greater autonomy for marketing and communication teams, who can dynamically update the portal's content.
Shorter time-to-market for the delivery of advanced features and the adoption of new web technologies, such as responsiveness and HTML5, have given clients more ways to interact with BNB.

The Second Digital Evolution: The Re-imagining of BNB's Intranet

Once the new client portal was implemented, BNB began their second project, enlisting the help of Pitang, a Silver Liferay partner since 2012, who had already developed notable projects with the platform. In 2018, the intranet migrated to Liferay technology.

The new intranet is a win-win for employees:

A more user-friendly interface that is easy to navigate.
More autonomy for the teams managing the intranet to add and manage content.
A new information architecture and governance structure was also implemented, similar to the public website.

The bank's internal processes now run more smoothly thanks to the intranet. The intranet is also a place for BNB to sustain and promote company culture.

Evolving our portal with the Liferay platform has brought ease to our clients and productivity to our employees. Over the years, we've been able to expand and see new possibilities for our portal. [This] technology has given us all the confidence we need to move forward

Banco do Nordeste's IT Team

2022: The Bank's Newest Digital Phase

8 years have passed since BNB's website and public portal was redesigned. Since then, new technologies and internal demands have emerged, making it necessary to overhaul the portal as the main communication channel with the public.

BNB wanted to reformulate the site's information architecture so that it portrayed the latest news and activity to prospects and clients, bring new services and facilities to its clients, and improve the approval flow for publishing content on the site, respecting the hierarchical level of each user.

Continuing to put their trust in Liferay technology together with Pitang, BNB migrated their public portal to a more up-to-date version of the platform in 11 months.

A New Portal Reflecting the Values of Banco do Nordeste

The new portal now has three main goals:

To support bank's marketing activities, with policies, segments, products, and services offered to various audiences.
To provide financial information, including details on technical studies, accountability, and the legal magazine.
To achieve eMAG compliance (e-Government Accessibility Model), which has improved performance. Previously, the portal had a low accessibility index due to technological limitations.

The site's entire information architecture was also redone, with a mother site and child sites divided into different banking areas.

Results

The improvements don't stop there:

The new architecture has raised client engagement and interest, increasing user session time by 16% now that clients can actually find needed information with fewer clicks.
Robust hierarchical permissioning for different teams and a new approval flow, bringing greater control of externalized information and agility to content approval.
Better experience for non-technical teams in publishing and managing content, which has reduced the IT support required.
New services for clients, such as access to the branch network, available courses and partner institutions for student financing, and a catalog of products by customer type through integration via APIs.
A simplified and intuitive experience for opening accounts for both individuals and companies, respecting the different needs of each group.
Better site performance in terms of SEO and stability:
1. 24% reduction in page loads
2. 657% gain in average page redirection time
3. 93% gain in average server connection time
4. 29.93% gain in average server response time

Banco do Nordeste, Liferay, and Pitang have delivered new experiences, agility, autonomy, and collaboration for BNB's primary audiences. Liferay provided the technology needed to keep up with market demands, and Pitang brought the essential support to redesign the website experience.

Now, the next step is to add new services and resources to the intranet.