Case Study: Citizens Bank of Las Cruces improves customer satisfaction with Entrust Datacard instant card issuance

Citizens Bank of Las Cruces - Customer Case Study

Citizens Bank of Las Cruces, a community bank in New Mexico, faced the challenge of needing to quickly and securely reissue hundreds of debit cards for their customers after a major retailer's widespread 2013 data breach. The breach created an urgent need to restore customer confidence while managing the high costs and delays associated with traditional card replacement methods. The bank turned to its vendor partner, Entrust Datacard, and its Datacard Instant Issuance Solutions to address this problem.

By implementing Entrust Datacard's instant issuance solution, the bank could produce fully activated replacement cards on the spot at their main branch. This allowed them to proactively contact affected customers and offer them a choice between instant pickup or expedited mail delivery. The results for Citizens Bank included a significant increase in customer satisfaction and loyalty, a reduction in expensive overnight shipping costs, and minimized disruption to their business operations during the crisis.

Citizens Bank of Las Cruces