Case Study: TBC Bank boosts conversion rates and builds trust with Fullstory
Key results
The challenge
TBC Bank, Georgia's largest bank, serves more than 550 thousand digital daily active users. Its mobile onboarding flow had grown to 33 steps and took users an average of eight minutes to complete, and behavioral data showed most visitors never scrolled beyond the first viewport. The team needed to pinpoint where customers were abandoning the journey.
The solution
Using Fullstory's behavioral data and Session Replay, TBC Bank identified friction such as long idle times, dead and rage clicks near overflow areas, and repeated interactions with specific elements. The team used these findings to redesign the onboarding flow, reducing it from 33 steps to 9.
“Fullstory has transformed the way we do business; now we're able to pinpoint issues using data we can trust to optimise the user journey.”
AEAna EbanoidzeTeam Lead for Business App & Customer Acquisition, TBC Bank
The results, in context
The redesigned flow increased the conversion rate by 145% and reduced time to task by 81%, making onboarding roughly three times faster. Onboarding time fell to about 90 seconds from an average of eight minutes, with 24 unnecessary steps removed.