Case Study: Financial Services Company achieves $16.7M in benefits and 260% ROI with Smart Communications

Financial Services Company Achieves Significant Savings with Smarter Customer Communications

Financial Services Company faced major customer-communications challenges: growing regulatory risk, new competitors, and a fragmented stack of 60 commercial and homegrown solutions managing 6,000 templates that delayed customer notifications by six months and limited output to print and email. To address this, they engaged Smart Communications and deployed its customer communications management solutions for new account applications, credit card offers, back-office notifications and customer self-service document retrieval.

Smart Communications consolidated and modernized their communications platform, cutting the template library by 80% and ramping production from 20 million communications in Year 2 to a projected 80 million in Year 3. The program paid for itself within one year, delivered $16.7 million in total benefits by the end of Year 3 (a 260% ROI), and drove measurable savings split roughly as 38% IT cost savings, 16% from enabled self-service, and 46% from reduced postage and paper—while also improving customer satisfaction, retention, brand recognition and reducing compliance risk.