Core Conversion Communications

A Collection of Best Practices for Communicating During Core Processing System Conversion.

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Core Conversion Communications Resource

Communicating with account holders during a core processing system conversion can be difficult. What should you say? When should you say it? How do you explain things? And most important, how do you reduce the risk of receiving angry phone calls during and after the conversion? There is a lot to think about, so we researched how others have communicated during system conversions and added our own experience helping financial institutions communicate during system conversions to provide you with a starting point.

As you approach your core conversion day, messaging becomes critical. Make sure every account holder receives four to six communications total. Two to three communications should be within ten days of the conversion date.

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Retail account holders can receive mass mailings and emails. Business accounts need more of a personal touch over the phone. Build a clear communication strategy and schedule across account holder types. It will save a lot of time.

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Emails are instant communications, but you likely do not have everyone's email address. Print mail is slow, but it reaches everybody. A combination of speed and spread is the best way to make sure everyone stays on the same page.

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Core Conversion Communication Schedule

System conversions are tough on financial institutions. It’s often difficult to make the transition, there are a lot of moving parts involved and the stakes are high. One of the most important aspects of communicating with your customers or members is making sure that everyone is prepared for the transition. The timeline below represents a sample system conversion communication schedule. We recommend starting the communication process at least 90 days before the system conversion is scheduled to take place. Communications can be general in nature leading up to Day 14, at which time the audience(s) that will be impacted the most should be given specific instructions about the conversion.

Core Conversion Communication
              Schedule

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