Challenge:  Limitations of a complex legacy process

The bank realized it needed a solution to address the inefficiencies and limitations imposed by their complex legacy process – which was slow, manual and fragmented. The sheer complexity of the bank’s product portfolio and the vast number of communications that required the disclosure content meant that the same changes were made repeatedly across its many systems and templates.

Solution:  Managing customer communications intelligently

Messagepoint helped the bank modernize their management of customer communications enabling them to simplify their complex process, manage their communications intelligently, and gain control.

Messagepoint provided an intelligent content hub that enabled the bank to centralize their communications and disclosure content into one system. This enabled them to make a change once to a shared piece of disclosure content and have it automatically applied everywhere the content existed – across all communications and channels.

Impact:  Transformation and modernization delivers results

Messagepoint gave the marketing team control over their credit card communications and disclosures to reduce months of redundant, manual changes. The team can now apply a change, proof the required pieces, and be ready to go within one business day – down from a process that typically took two to three months. In addition, the team has reduced their risk by eliminating error-prone, fragmented processes spread across multiple teams.

Messagepoint streamlined the bank’s change management process, reducing the number of steps by 70%.

Benefits

• Reduced change cycles from months to <1 day
• Consolidated the number of templates managed from 250+ down to 2
• Dramatically increased the bank’s business agility
• Gained best-in-class competitive advantage to target new market segments with innovative products and drive new revenue streams

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