High risk of user disruption if detailed instructions for initial login to new online system were overlooked.

Separate delivery of Username and Password for information security, along with introduction of new single sign-on portal.

Utilize direct mail as primary communications channel to ensure higher visibility of credentials.

Supplement with digital tactics (email, interstitials, landing pages) to achieve an omni-channel approach.

Create a series of communications touching clients multiple times to provide pertinent information.