{"id":68,"date":"2022-05-13T07:47:31","date_gmt":"2022-05-13T07:47:31","guid":{"rendered":"https:\/\/customerminds.com\/?post_type=case_study&#038;p=68"},"modified":"2023-11-27T17:05:29","modified_gmt":"2023-11-27T17:05:29","slug":"paperless-banking","status":"publish","type":"case_study","link":"https:\/\/customerminds.com\/case-studies\/paperless-banking\/","title":{"rendered":"Paperless Customer Communications"},"content":{"rendered":"\n<p>Bank of Ireland UK is established in the United Kingdom and is the principal United Kingdom retail and commercial banking business of the Bank of Ireland. They provide a range of financial products and services for two of the UK\u2019s most trusted brands \u2013 the Post Office and the AA.<\/p>\n\n\n\n<p>Back in 2017, the Bank was looking to digitise a series of servicing and regulatory letters to dramatically reduce the \u201ccost to serve\u201d while delivering a <a href=\"https:\/\/customerminds.com\/\" data-type=\"link\" data-id=\"https:\/\/customerminds.com\/\">better customer experience<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><a href=\"https:\/\/media1.which50.com\/lp\/e\/2150?test=true&amp;slinks=true\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"287\" src=\"https:\/\/customerminds.com\/wp-content\/uploads\/2022\/05\/Post-Office-Header.png\" alt=\"\" class=\"wp-image-958\" srcset=\"https:\/\/customerminds.com\/wp-content\/uploads\/2022\/05\/Post-Office-Header.png 640w, https:\/\/customerminds.com\/wp-content\/uploads\/2022\/05\/Post-Office-Header-300x135.png 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><figcaption class=\"wp-element-caption\"><strong><a href=\"https:\/\/media1.which50.com\/lp\/e\/2150?test=true&amp;slinks=true\" target=\"_blank\" rel=\"noreferrer noopener\">Click to see sample Post Office email<\/a><\/strong><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading has-text-align-left\">Business Challenge<\/h3>\n\n\n\n<p>The Bank was looking to deliver a fully \u2018paperless\u2019 solution with all customer communications being delivered by digital channels. The added challenge for the Bank was that they needed one solution to support the different branding requirements of the two partner brands (Post Office &amp; AA).<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"349\" src=\"https:\/\/customerminds.com\/wp-content\/uploads\/2022\/08\/AA_new.png\" alt=\"\" class=\"wp-image-1256\" style=\"width:540px;height:262px\" srcset=\"https:\/\/customerminds.com\/wp-content\/uploads\/2022\/08\/AA_new.png 720w, https:\/\/customerminds.com\/wp-content\/uploads\/2022\/08\/AA_new-300x145.png 300w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/><figcaption class=\"wp-element-caption\"><strong><a href=\"https:\/\/media1.which50.com\/lp\/e\/2217?test=true&amp;slinks=true\" target=\"_blank\" rel=\"noreferrer noopener\">Click to see sample AA email<\/a><\/strong><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">The Solution<\/h3>\n\n\n\n<ul>\n<li>All communications are \u2018triggered\u2019 by data feeds from the core banking systems which means that <a href=\"https:\/\/customerminds.com\/features\/digital-customer-journey\/\">customer journeys<\/a> can be updated or messages cancelled if the customer has taken an action on their account.<\/li>\n\n\n\n<li>An API call was set up between the client\u2019s Core System and the Which50 platform.<\/li>\n\n\n\n<li>Templates were set up for all communications required \u2013 over 20 digital versions of the required \u2018customer letters\u2019 were created, covering everything from Welcome Journey to Confirmation of Account Closure.<\/li>\n\n\n\n<li>Customers receive a secure but personalised email which can include details pulled from the core banking systems including personal details, account number, product details etc.<\/li>\n\n\n\n<li>Initial \u2018Savings\u2019 project was the beginning of an enterprise-wide digitisation process \u2013 subsequently developed to incorporate wider digital support for other products across the Group.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">The Results<\/h3>\n\n\n\n<p>Since the project went live in 2018 over 8M emails and 150k SMS messages have been sent to Post Office and AA customers. In any given month there are at least 40+ different \u2018letters\u2019 that are sent out as automated digital communications \u2013 typical monthly volumes would be between 75,000 and 125,000.&nbsp;<\/p>\n\n\n\n<ol>\n<li>40% reduction in costs<\/li>\n\n\n\n<li>Automated triggers and reports<\/li>\n\n\n\n<li>Seamless connections with core systems<\/li>\n\n\n\n<li>Better Customer Experience<\/li>\n\n\n\n<li>Agile cloud deployment<\/li>\n\n\n\n<li>40+ postal letters replaced with emails<\/li>\n\n\n\n<li>Easy editing of email templates using the <a href=\"https:\/\/customerminds.com\/features\/no-code-content-management\/\" data-type=\"link\" data-id=\"https:\/\/customerminds.com\/features\/no-code-content-management\/\">easy-to-use content management system<\/a> (CMS)<\/li>\n\n\n\n<li>Lower cost to serve<\/li>\n<\/ol>\n\n\n\n<p>If you would like to learn more about how the <a href=\"https:\/\/customerminds.com\/\" data-type=\"link\" data-id=\"https:\/\/customerminds.com\/\">Which50 customer experience management (CXM) platform<\/a> can help your financial institution to scale personalised communications while reducing costs, please reach out to us below and we will get back to you as soon as we can.<\/p>\n\n\n\n<div style=\"height:64px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<section class=\"ct2\" data-block-name=\"cta-block-two\">\n\t<div class=\"ct2-inner\">\n\t\t<iframe loading=\"lazy\" class=\"hide-desktop\" src=\"https:\/\/app.which50.com\/lp\/13469?src=paperless-customer-communication-cs\" width=\"100%\" height=\"420\" frameborder=\"0\" scrolling=\"no\"> <p>Your browser does not support iframes.<\/p><\/iframe>\n\t\t<iframe loading=\"lazy\" class=\"hide-mobile\" src=\"https:\/\/app.which50.com\/lp\/13469?src=paperless-customer-communication-cs\" width=\"100%\" height=\"130\" frameborder=\"0\" scrolling=\"no\"> <p>Your browser does not support iframes.<\/p><\/iframe>\n\t<\/div>\n<\/section>\n","protected":false},"featured_media":1193,"parent":0,"template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"Bank of Ireland UK Paperless Banking | Banks Going Paperless","_seopress_titles_desc":"Bank of Ireland UK was looking to deliver a fully \u2018paperless\u2019 solution with all customer communications being delivered by digital channels. Find out how CustomerMinds delivered an effective paperless banking solution.","_seopress_robots_index":"","inline_featured_image":false},"acf":[],"_links":{"self":[{"href":"https:\/\/customerminds.com\/wp-json\/wp\/v2\/case_study\/68"}],"collection":[{"href":"https:\/\/customerminds.com\/wp-json\/wp\/v2\/case_study"}],"about":[{"href":"https:\/\/customerminds.com\/wp-json\/wp\/v2\/types\/case_study"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerminds.com\/wp-json\/wp\/v2\/media\/1193"}],"wp:attachment":[{"href":"https:\/\/customerminds.com\/wp-json\/wp\/v2\/media?parent=68"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}