Enhance Customer Experience

Here are a few Customer Experience success stories from our clients:

Real-Time Event Servicing:

A major direct bank (a subsidiary of a 167B Financial Institution) uses the CEDAR platform to enable a real-time experience on their real-time banking platform resulting in 6B in deposits in 12 months! Made possible by:

  • More than 150 separate event-triggered email and SMS alerts in place to manage the CX along every step of the customer journey
  • Real-time alerts via our standard alert API for schedule or interaction-driven messaging in the customer’s channel of choice
  • Alert and customer-specific content based on data-driven rules enables thousands of subtle variations in CX based on situation and preferences

Want to learn more about how we supported this client’s strategy? Contact us 

Modern Brand Identity:

A major provider of retirement and wealth management services uses the CEDAR platform to transform their communications into a modern and brand-enhancing experience enabling their enterprise digital strategy:

  • Total redesign of communications to a modern standard for personalization, consistency, readability, regulatory compliance and branding
  • Statements, letters, notices, ad hoc servicing and marketing designs according to an enterprise standard developed by CEDAR
  • Data standardizations for PII and communication types to enable consistency across all enterprise lines of business

Event Personalization:

A major direct bank uses the CEDAR platform to manage extremely complex message personalization that supported their 100% growth in 2 years:

  • Email structures support 10 separate layouts with data-driven rules for content in as many as 12 regions in a single email
  • Data-driven rules drive as many as 15 different subject lines, 22 different body text blocks, and 3 different signatures
  • Extensive proofing capability enables review of all permutations of email layout and content across as many as 40 commonly used device/app combinations in real-time

Want to learn more about how we supported this client’s strategy? Contact us 

Crisis Communication:

A major direct bank uses the CEDAR platform to manage time-urgent on-demand messaging supporting customers with servicing tips and support reassurance during the COVID crisis.

  • When the Corona Virus Pandemic shook the economy, our client used our Rapid Campaigns system to send messages to all 1.2 million of their clients within 24 hours of the decision to do so
  • A single user designed the communication in the CEDAR Rapid Campaigns system, uploaded the lists, proofed the messaging, and received independent approval through our Rapid Governance system to send. No waiting to schedule an IT release or vendor turnaround time supporting these events
  • All messages were delivered in a matter of hours with delivery and open status tracking as well as long term archival for compliance

Fraud Alert Communication

A major direct bank uses the CEDAR platform to manage time urgent funding policy changes due to fraudulent activity minimizing fraud exposure

  • Shortly after launching the bank, our client noticed they needed to make a change to their account funding policies and communicate this to the affected customers.
  • A single user designed the communication in the CEDAR Rapid Campaigns system, made the necessary content changes to their web site, uploaded the lists, proofed the messaging, and received independent approval through our Rapid Governance system to send.
  • All messages were delivered in a matter of hours with delivery and open status tracking as well as long term archival for compliance. Follow up messages were sent where needed for a complete resolution audit trail.

Want to learn more about how we supported this client’s strategy? Contact us