THE CHALLENGE In home lending, the “paid-in-full” notification is a critical piece of communication. Not only does it confirm a major milestone in the customer’s financial life by declaring their mortgage paid off, but it must also adhere to strict regulations that vary among states. A global top-five bank strives to manage their paid- in-full notifications effectively to promote customer loyalty and regulatory compliance. When a customer’s mortgage account is paid off, the bank emails them a notification; if the email bounces or goes unopened, the bank sends them a physical mailpiece. But the bank’s manual process of sending the emails, tracking the opens, and initiating the mailpieces to tens of thousands of customers each month was labor intensive and costly. They needed a s

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