CSG Customer Story

How a global bank simplifies cross-channel communications with CSG Xponent

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

Happy hispanic teen girl holding cell phone using smartphone at home

Summary

For U.S. banks, every customer milestone is an opportunity to build loyalty. But it’s also a compliance challenge.

When a mortgage is paid off, the notification must be timely, accurate and delivered on the right channel, all while meeting complex state regulations. One top-five global bank faced a labor-intensive, manual process for sending and tracking these communications. By automating and orchestrating notifications across email, SMS, voice and print, the bank not only streamlined operations but also unlocked new opportunities for growth and engagement.

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.

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Strengthen Connections at Every Step

With CSG Xponent Journey Orchestration, banks can automate complex communications, manage compliance, and turn every touchpoint into a chance for deeper engagement. Discover how you can streamline notifications and drive growth across all channels.

Learn About CSG Xponent Journey Orchestration