Our client is a regional financial services company that provides a range of banking and financial services to individuals and businesses. They have a strong presence in mortgage servicing and aim to create lasting relationships with their clients.
The Client
The Challenge
Our client faced a decline in their new mortgage servicing portfolio due to strategic choices. To counter this, they aimed to add to their servicing portfolio by acquiring Mortgage Servicing Rights (MSRs). Their goal was to enhance profitability by fostering “sticky” relationships, encouraging clients to deepen their product usage across DDA, credit card, and other services.
Our Solution
To address our client’s challenge, we developed a comprehensive, multi-touch, multichannel welcome and onboarding journey. This journey was designed to highlight the benefits of partnering with our client and to start building strong relationships between the newly acquired clients and our client’s relationship managers. The onboarding process included various touchpoints that reinforced the value and convenience of our client’s services, ensuring clients felt valued and informed right from the start.
The Results
Our approach led to significant improvements in client retention and digital engagement:
3.3% Lift
in Mortgage Retention
Over 70% of clients enrolled
in digital banking during Wave 2, marking a 9.6% increase over Wave 1
These results demonstrate the effectiveness of our multi-channel onboarding strategy in not only retaining clients but also in promoting the adoption of digital services.
