Global Bank Simplifies Cross-Channel Communications With CSG Journey Orchestration

A global bank with a large home lending division, serving tens of thousands of customers each month across multiple U.S. states and regulatory environments.

The bank’s paid-in-full notification process was manual and costly, requiring staff to send emails, track opens and initiate physical mailings for tens of thousands of customers monthly. Each state’s regulations added complexity, and missed notifications posed risks to both compliance and customer satisfaction. The bank also wanted to use these moments to offer relevant cross-sell opportunities, but it lacked a real-time, coordinated approach needed to capitalize on them.

The bank deployed CSG Xponent Journey Orchestration to automate and orchestrate paid-in-full communications across channels. The platform listens for email bounces or unopened messages, then it triggers compliant mailings as needed. It manages rules for different states and payoff scenarios, supporting the bank’s commitment to regulatory adherence. Xponent also leverages behavioral cues to present customers with additional product offers, seamlessly placing them into new journeys with the bank.