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client case studies
client case studies
HSBC Holdings is one of the largest banking and financial services organisations in the world. HSBC’s international network comprises over 9500 offices in 76 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa with over 280,000 employees.

The PostX project
HSBC utilises the PostX secure messaging platform to deliver paperless statements to their offshore customers. The solution removes the need to print and deliver expensive/sensitive paper documentation via traditional postal channels. Clients now receive up-to-the-minute secure statements in their email in-box without the need to download any proprietary software.

2. Alliance and Leicester
Alliance & Leicester is one of the largest UK banks with more than 1.5 million registered internet banking customers. It offers a broad range of financial services to personal and commercial customers. Alliance & Leicester has been a member of the FTSE 100 index of leading shares since 1997, when it converted from its original mutual building society status.

The Passmark project
In March 2006, Alliance & Leicester became the first UK high street bank to offer user-to-site, site-to-user authentication for all of its online customers. The solution provided by RSA (since their acquisition of Passmark) allows customers to log in to their online accounts in a simple and secure way.

As the log in process begins, Alliance & Leicester transparently authenticates the customer using behind-the-scenes forensic technology. The bank then confirms to the customer that they are connected to the genuine Alliance & Leicester website by displaying an image and phrase selected by the user. By authenticating both the customer to the website, and the website to the customer, Alliance & Leicester is able to provide its online banking customers with strong, multi-factor authentication, additional security and increased confidence to transact online.

The new security solution has provided a strong return on investment, clearly demonstrated by the reaction Alliance & Leicester’s online banking customers have shown. The bank had a 22% increase in active online current accounts since the launch of the new system. In addition, in the month following the deployment, customers increased the number of transactions they performed online by approximately 20%.

Since its creation it has grown to become the fourth biggest banking group in the UK by market capitalisation. It is also the UK’s largest mortgage lender. The Group's principal activity is providing banking and other financial services in the United Kingdom and overseas. The Group has five divisions, Retail, Corporate, Insurance & Investment, International and Treasury & Asset Management

The Proficient project
HBOS used Proficient Systems (now Liveperson) to identify, prioritise and engage high-value browsing prospects on their website using proactive webchat. Today the system is used to assist in the sales of both loans and mortgages to new and existing customers of the bank. In addition to significantly increasing customer conversion rates, HBOS have noted an increase in the average value of business transacted by those customers identified and intercepted by the system.

Aviva is the world's fifth-largest insurance group and the largest insurance services provider in the UK.

The PostX project
Norwich Union, the insurance arm of AVIVA, utilises the PostX secure messaging platform to distribute confidential insurance documentation via email to its dealer networks. In addition to reducing the cost / time of sending or faxing the documents, it allows end customers to drive away fully insured from point of sale with no necessity to revert to paper.

5. RBS
Royal Bank of Scotland Group Plc (RBS), is the world's fifth largest bank. In the UK alone the company has approximately 2,250 locations that offer such services as deposit accounts, credit cards, and mortgages to retail clients.

The Proficient project
Royal Bank of Scotland deployed Proficient Systems (now Liveperson) solutions across a range of their financial services brands (including RBS, Natwest, Direct Line, Churchill and Privilege).  The bank now utilises targeted webchat technology to assist in the conversion of both new and known-to-bank loan and mortgage customers. The system has driven increases in conversion rates, case sizes and customer satisfaction.