In the financial services industry, clear, timely, and secure customer communication is critical to building trust and maintaining strong customer relationships.
Whether it’s account statements, transaction alerts, regulatory disclosures, or personalised financial insights, effective communication enhances transparency and engagement. Customers expect seamless, omnichannel interactions that provide clarity and convenience while ensuring data security and compliance.
A well-executed communication strategy not only strengthens customer confidence but also drives loyalty, operational efficiency, and long-term business success in an increasingly digital and competitive landscape.
This mid-sized regional bank had recently acquired a competitor but was struggling to realise all the synergies expected from the transaction. Both organisations had their own CCM (Customer Communications Management) processes and software along with separate teams that managed them.
The CIO and executive team needed to rationalise but both groups were convinced theirs was the best way to organise customer communications.
We conducted an end-to-end review using the Impact Framework to understand the merged business’ objectives, reviewed both existing solutions against these objectives and produced a set of recommendations which would deliver against these.
All key stakeholders were involved to ensure buy in and to help shape the new solution which included organisational, technology and process changes. Brand and asset management were also a critical factor in the review process.
The business is currently implementing the recommendations as this process is a multi-year program touching many areas of the organisation.
Several significant synergies have already been delivered resulting in significant cost savings.
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