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ConversionCX Proactive Outreach to Bank Clients Virtually Eliminates Post-Conversion Issues

Fifth Third Bank teamed with Harland Clarke to develop and execute a proactive digital conversion plan that engaged clients along the entire journey, from early outreach and training and implementation to full adoption and utilization.

0:15 – Fifth Third’s Primary Conversion Goal
0:20 – What prompted Fifth Third to seek a partner?
1:00 – What three things did their customers “love” most?
1:40 – Fifth Third’s Three Keys to Success

Eighty percent of Fifth Third’s customers chose one-on-one training, and ninety percent were ready to roll on day one.

“Clients loved that we reached out proactively, offered multichannel one-on-one training or self-training opportunities, and primary contact to address any post-conversion issues” — Steve Blessing, Senior Vice President and Area Manager, Fifth Third Bank

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Harland Clarke Corp. is a leading provider of best-in-class integrated payment solutions and marketing services, serving multiple industries including financial services, retail, healthcare, insurance, and telecommunications.

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