Case Study: Leader Bank reduces escrow-related calls with Digital Onboarding

Leader Bank reduces escrow-related calls by 27% with Digital Onboarding

Leader Bank, an entrepreneurial financial institution, faced a significant challenge with its annual escrow adjustment process. Clients frequently inundated the bank with phone calls to understand their statements and payment changes, creating an inefficient and resource-intensive burden on staff. To address this, Leader Bank partnered with vendor Digital Onboarding and leveraged its servicing platform to enhance client communications and education.

Digital Onboarding implemented a solution featuring automated emails linked to personalized microsites tailored to each client’s escrow account. These microsites displayed individual shortages or surpluses, disbursement schedules, and payment options, including a direct payment feature. This initiative reduced inbound escrow-related calls by 27%, saved staff time by lowering repetitive call volume, and improved overall client satisfaction through clear, personalized information.

Leader Bank