Increase in registration over traditional live events
Registrant to attendee conversion rate
Increase in customer satisfaction around client communication
Headquarters: Brookfield, WA
Industry: Financial Services
Fiserv, Inc. (NASDAQ: FISV) enables clients worldwide to create and deliver financial services experiences in step with the way people live and work today. For 35 years, Fiserv has been a trusted leader in financial services technology, helping clients achieve best-in-class results by driving quality and innovation in payments, processing services, risk and compliance, customer and channel management, and insights and optimization.
Fiserv is the leading global provider of information management and electronic commerce systems for the financial services industry. Fiserv drives innovation that transforms experiences for financial institutions and their customers. With more than 16,000 clients, delivering information on a large scale is of utmost importance to Fiserv. But with fluctuations in the global economy, Fiserv quickly became concerned about the cost associated with its number one way of delivering information—live events.
Fiserv’s customers needed to reduce expenses in any and all ways in response to sudden economic changes. Fiserv itself postponed its annual in-person meeting. However, it still needed to deliver important financial information and education to its clients in a way that served the interests of both senior executives and day-to-day users. Fiserv finally landed on the idea to replace its traditional in-person meeting with an online event to save time and reduce costs, but it needed a powerful, engaging and customizable platform to do so. It needed to replicate the same feel of a live event and garner the same if not better results for itself and its clients.
Transitioning to a virtual event powered by ON24.
Fiserv now leverages the ON24 Virtual Conference to host the Fiserv Virtual Client Exchange, which delivers updated product and service information while allowing direct interaction between Fiserv and its customers.
The first of these events featured high-level strategic briefings, as well as the delivery of practical operational information via webcast programming and direct interaction with Fiserv associates. Subject matter experts were on hand to provide “tips and hints” for specific products, and access was provided to more than 30 webcasts and 100+ documents
The first-ever Virtual Client Exchange enabled Fiserv to:
Through ON24 Virtual Conference, Fiserv was able to address the communication needs of a broad range of clients, increasing customer satisfaction by 15 percent while saving time and reducing travel costs.
Fiserv also saw a higher level of engagement and surpassed its registration goals with more registrants and attendees than any event in the company’s history. More than 78 percent of the registrants attended, rating Fiserv highly for communication— post-event surveys revealed that 68 percent of the participants rated the Virtual Client Exchange as “above average” or “excellent,” and Fiserv recorded a 15 percent increase in customer satisfaction in the area of client communication.
Fiserv is now using ON24 to deliver employee training and is also developing an “always-on” Virtual Briefing Center for clients.
Our Virtual Client Exchange achieved terrific results and great bang for the buck. ON24 enabled us to cost effectively deliver valuable information while increasing customer engagement and satisfaction. Online events are part of our strategy moving forward, because they provide a meaningful way to drive client relationships.
DIRECTOR OF MARKETING
FISERV’S INVESTMENT SERVICES DIVISION