Case Study: Leading U.S. Bank Financial Services streamlines mortgage payoff notifications with CSG Xponent Journey Orchestration

leading u.s. bank financial services simplifies cross-channel communications with CSG International, achieving a 73% email open rate

A leading U.S. bank financial services company faced a manual, costly, and complex process for notifying tens of thousands of customers who had paid off their mortgages. This process was fraught with regulatory challenges across different states and missed opportunities for cross-selling. To address this, the bank partnered with CSG International for a solution using CSG Xponent Journey Orchestration.

CSG implemented an automated orchestration solution that streamlined cross-channel communications. The platform managed state-specific regulations, triggered compliant direct mail when emails failed, and used behavioral cues to present new product offers. This resulted in CSG coordinating 74,000 emails and 27,000 direct mail pieces monthly, achieving a 73% email open rate and a 10% increase in digital channel delivery.