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Website

https://www.rio.bank/

Industry

Finance

Type

Informational

Supported Languages

Spanish

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We noticed most of our customers were Spanish speakers––– and many customers requested a Spanish version of the communications and satisfaction surveys.

Omar Rodriguez

Sr. Executive VP & COO

Since its establishment in 1985, Rio Bank—a regional banking firm in southern Texas —has dedicated its mission to providing never ending value to their customers. They currently feature 15 community branches throughout the heart of Southern Texas, many of them near the Mexican border where people tend to have Hispanic roots.

Despite their growing business, Rio Bank was having trouble generating customer feedback. The marketing team needed to find out why they weren’t getting enough responses to their customer surveys.

“We noticed most of our customers were Spanish speakers––– and many customers requested a Spanish version of the communications and satisfaction surveys. Once we provided a Spanish version of the survey, engagement increased and so did our satisfaction ratings.” – Omar Rodriguez, Sr. Executive VP & COO of Rio Bank.

Rio Bank witnessed what translation did to its customer satisfaction surveys and realized they had a huge opportunity to better serve Spanish speakers. Their HQ in McAllen TX alone has a community with approximately 120,000 Hispanics. When considering all 15 branches, they found the total Hispanic population in their market exceeds 1.8 million people.

The team reached out to MotionPoint after noticing that competitors and national banks use them to support their in-language operations.

 

We needed something that would support a fully translated web experience but we didn’t have the team to manage an English and Spanish site at the same time.

Francis Gomez

VP of Treasury Management

Lean Teams, First Class Support

Launching an immersive, bilingual site was the next natural step for them to continue satisfying their customers. But like many small regional banks, they have a small (but mighty) marketing team. Managing their English website was enough work, another language website was going to be almost impossible to do without hiring outside help.

Rio Bank’s VP of Treasury Management, Francis Gomez, stated, “We had some Spanish content on key pages, but any new roll outs were exclusively in English—we needed something that would support a fully translated web experience but we didn’t have the team to manage an English and Spanish site at the same time.”

To successfully roll-out a Spanish site, Rio Bank needed their small marketing team to leverage a hands-off solution.

With MotionPoint, Rio Bank was able to localize their English site effortlessly and quickly without exerting their web-team.

Increase Customer Satisfaction

For Rio Bank, translating their website instantly yielded increased customer satisfaction where more than 90% of their customers speak Spanish. They estimate customer satisfaction and service ratings will continue to increase as they expand their translation efforts into more digital channels.

Website

https://www.rio.bank/

Industry

Finance

Type

Informational

Supported Languages

Spanish

Share
 

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