Global Bank Simplifies Cross-Channel Communications With CSG Xponent
A global top-five bank wanted to streamline their process notifying customers who had paid off their mortgages. Learn how they used CSG Journey Orchestration.
The customer
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 challenge
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 solution
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.
- 74K: emails coordinated monthly
- 27K: direct mail pieces sent monthly
- 73%: email open rate for paid-in-full notifications
- 10%: increase in digital channel delivery
Related resources
Cutting Through the Hype, Improving Banking Customer Experience: Insights From the Gartner Hype Cycle About Customer Journey Analytics
Where Customers Actually Want AI in Banking Experiences
