Case Study: Leading Commercial Bank achieves 96% data accuracy and a Single Customer View with Pitney Bowes

New England bank transforms the client experience by creating a Single View of the Customer

Leading Commercial Bank, a full-service regional bank with decades of customer relationships, struggled to move from an account-based to a customer-based view because dozens of legacy source systems kept customer data fragmented. This fragmentation caused call-center delays, duplicated records, higher service costs and limited targeted marketing. To address this, the bank partnered with Pitney Bowes and deployed the Pitney Bowes Single Customer View solution (including Spectrum MDM and Business Steward modules).

Pitney Bowes consolidated data into a single “golden record” per customer, applied Universal Names and Address validation, and automated many duplicate resolutions while using the Spectrum® Business Steward Module for ongoing governance. The result: customer-data accuracy rose from about 45–50% to over 96%, contact-center updates that once took up to 48 hours are now immediate, IT maintenance needs were halved, and the bank lowered contact-center costs and improved marketing and digital initiatives.