Transition to a new digital banking system, including new login credentials for many, is potentially the worst pain point in any systems conversion. Nearly one million digital banking users needed details and reminders about the upcoming conversion, with many special circumstances for small groups of customers that needed to be communicated.

Special circumstances and higher impact changes were communicated in a customized letter, with base versions for personal and business users.

Two-thirds of the audience had no unique impacts; these customers were segmented out and sent a self-mailer as a cost-effective, streamlined solution to convey basic reminders, key dates and temporary outages related to the digital conversion.

Additional communication channels included email and online and mobile banking messaging, reaching digital banking users at the point of impact.