Huntington introduced a new online portal for handling Wire Transfer and ACH transactions; it was critical that the complex transition be smooth and seamless for commercial customers.

As action was required, communications needed to thoroughly engage customers, easing the pain by setting expectations, and then providing detailed step-by-step instructions and high level advantages.

A series of customer communications: a 60-day advance mailing to explain the benefits and set the stage with an action checklist; a full transition package, with screen shots detailing the changes, mailed at 45 days; a 21-day advance email reiterating key dates and action steps.

Synthesized technical and complicated input and translated into clear, easy-to-navigate communications.