Setting a New Standard in Accessible Banking: ModernizingCustomer Communications for a Leading Canadian Bank
Symcor helped a Tier-1 bank digitize millions of communications, lead in accessibility, and deliver a seamless, consistent customer experience.
Challenge
- Accessibility Compliance: Legacy formats did not meet ACA standards, risking penalties and reputational damage.
- Brand Fragmentation: Inconsistent messaging across channels eroded customer trust and brand equity.
- Operational Inefficiencies: Manual processes slowed delivery and increased costs.
- Customer Experience Gaps: Confusing communications drove up call-centre volumes and customer frustration.
For institutions in financial services or insurance, these challenges are familiar, especially when managing bulk communications like tax documents, policy updates, or investment statements.
Solution
- Built a scalable digitization and onboarding process for high-volume communications.
- Introduced industry-leading PDF/UA compliant formats for tax documents — setting a new standard in accessible communications in Canadian financial services.
- Aligned communications with the bank’s refreshed corporate branding, ensuring consistency across channels.
Key initiatives included:
- Digitization at Scale: Streamlined onboarding of 50+ high-volume communications, totaling ~70M impressions annually.
- Accessibility Innovation: Introduced PDF/UA-compliant tax documents — a first in the Canadian financial services.
- Brand Consistency: Unified design standards across all customer touchpoints, reinforcing trust and professionalism.
- Operational Effectiveness: Reduced manual effort and decreased call-centre volumes through automation and centralized governance.
Business Results
The measurable impact across the enterprise included:
- Compliance Confidence: Fully aligned with ACA and accessibility mandates.
- Industry Leadership: First-mover advantage in accessible tax documentation.
- Enhanced Customer Experience: Clearer communications reduced call-centre volumes and improved satisfaction.
- Cost Efficiency: Digitized communications lowered print and postage costs.
- Brand Integrity: Consistent customer experience across print, digital and accessible formats.
Leading the Way in Inclusive Communications
By partnering with Symcor, the bank didn’t just digitize communications, it transformed how customers receive financial communications. Today, the bank is recognized as an industry leader in digital accessibility — delivering secure, compliant, and inclusive communications at scale.
Ready to modernize your communications today?
Don’t let legacy systems hold you back. Discover how COR.CCX can help your organization meet compliance mandates, reduce costs, and elevate customer experience — at scale.
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