Improving Customer Service through Digital Creditor Notification

At A Glance

When a long-term Phillips & Cohen client, a top US bank and credit card issuer, was looking to expand its service offering, it sought to improve efficiency and usability of deceased account notification.

By introducing NotifyNOW, a digital platform that simplifies the process of submitting information and notifying all creditors, the bank enhanced the customer service experience for individuals coping with the loss of a loved one. Reduced call center volume and improved efficiency through faster data collection and account resolution have streamlined operations, allowing the organization to be both more compassionate and cost-effective.

NotifyNOW alleviated the burden of a once-taxing deceased account notification process, now achieving a 24-hour average resolution time. The solution delivers a 71% successful notification rate for created accounts and an 88% seamless submission rate.

“NotifyNOW has helped us improve the overall journey for those who have the challenging, stressful task of notifying creditors. This addition to our services makes it easy and simple for them to provide relevant information and documentation digitally when it’s convenient for them and without having to speak to anyone. And we’re simultaneously improving our customer service while decreasing costs.” ~Head of Customer Service