CloudContactAI’s intuitive solutions platform has enabled Cashmere Valley Bank to gain control over managing and sending communications to their customers.

Client Introduction

Cashmere Valley Bank was established in 1932 by brothers Hy W. Rieke and H.H. Rieke, who chose Cashmere as the location due to the absence of financial institutions after two banks failed during the Great Depression. Over the years, the bank expanded by opening five branches between the 1970s and 1990s, catering to the Wenatchee, Leavenworth, and East Wenatchee communities. Presently, Cashmere Valley Bank has further grown to encompass branches in Ellensburg, Cle Elum, Chelan, and Yakima, alongside a Municipal Banking office in Bellevue.

Problem/Client Challenges

Cashmere Valley Bank is currently confronted with the significant challenge of preventing customers from sliding into delinquency. The urgency of this issue has prompted the bank to reassess its approach and acknowledge the critical need for an effective strategy. In response, Cashmere Valley Bank has identified the potential of leveraging modern communication channels, such as SMS and Email Marketing, as essential tools for addressing the complexities associated with customer delinquency.

The intricacies of this challenge require a thoughtful and comprehensive response, and the bank is actively exploring ways to adapt and enhance its communication methods to better engage with customers on the brink of delinquency. The multifaceted nature of this challenge demands a strategic and nuanced approach, and Cashmere Valley Bank is committed to navigating this terrain by integrating innovative solutions into its overall framework for customer communication and relationship management.

Solution

• CCAI Solutions: SMS, Email
• CCAI Services: Integrations

CloudContactAI’s Solution empowers CVB to effectively manage debt collection by enabling the bank to send payment reminders across two products, targeting customers at different delinquency stages. Using SFTP transfers, the bank splits files into buckets based on Days Past Due, associating each bucket with specific messaging.

CCAI provides CVB with daily reports via SFTP. The enterprise dashboard and campaign management feature of CCAI allow CVB to send customized messages in a single send, while compliance guardrails ensure adherence to regulations. The seamless integration facilitates the easy creation of new portfolios, the addition of consumer lists, and enables bi-directional communication with customers.

Results

After implementing CloudContactAI’s Customer Engagement Solution, Cashmere Valley Bank achieved impressive results:

SFTP Transfers: Easy file transferring of account files and reports. … (easy set up and integration, data in file is customizable to customer needs..etc..)

Bi-Directional Communication:  CloudContactAI’s 2-way messaging allows CVB to respond directly to the consumer through our platform. When it comes to customer retention, speedy replies are crucial. Our elite customer communication platform resulted in a 50% higher response rate as well as a 50% higher open-rate on outgoing messages. 

Enterprise Dashboard Allows CVB to:
• Automate and build campaigns
• Manage multiple portfolios
• Communicate with customers that responded

Conclusion

The significance of effective communication with consumers cannot be overstated when it comes to business, as it serves as a linchpin for establishing and nurturing relationships. Beyond being a mere conduit for conveying information, this type of communication becomes a crucial avenue for comprehending the intricate and evolving needs of customers. By engaging in open and transparent dialogue, businesses, such as Cashmere Valley Bank (CVB), can glean valuable insights into customer expectations, thereby empowering them to tailor their products and services to meet those specific demands.

Furthermore, effective communication plays a pivotal role in the expeditious resolution of issues that may arise during the customer journey. When businesses, like CVB, leverage tools like CloudContactAI’s intuitive solutions, they gain a level of control over managing and sending communications across their consumer base. This control not only facilitates the swift resolution of problems but also contributes to building trust and confidence in the brand, laying the foundation for a positive and enduring customer experience.

Tailored Solutions for Your Business

CloudContactAI understands that a one-size-fits-all approach doesn’t cut it, especially when catering to the diverse needs of our Enterprise+ clients.  CloudContactAI sets a prime example of how consistent updates can align with the unique requirements of its Enterprise+ clients.