Case Study: American Express reduces call volume and improves digital self-service with Studio DBC

American Express reduces call volume 3-5% with Studio DBC

The customer American Express faced a challenge in transforming how their Card Members digest email communications. The vendor Studio DBC was engaged, utilizing capabilities in email strategy, transformation, and Agile marketing methodology to address this.

Studio DBC implemented a solution that revamped over 7,000 communications to be mobile-first and empower card members through digital self-serving. The results included a typical reduction in call volume of 3-5%, with specific templates achieving 25-30% reductions. The project also deployed new servicing email guidelines throughout the American Express organization and won an internal award for innovation.

American Express