Top Banks Sending Critical Communications Rely on Echoworx
The challenge: business continuity
As a result of the COVID-19 pandemic, a large U.K. bank opted to provide relief to its mortgage customers. But, due to the immediate need of this crisis relief, the bank could not rely on physical mail to communicate this message to their customers. The process could take weeks and carried the risk of further spreading the virus. Their existing portal-based solution, Echoworx email encryption, could effectively reach customers instantaneously and securely but jurisdictional and regulatory requirements disqualified this as a viable communication option as well.
Secure communications to customers regarding mortgages in the U.K. must be sent in a manner classified as ‘durable media.’ This means any message content must provide customers, at any time, permanent accessibility to their mortgage-related data. Portal-based email messages, which expire in 30 days, do not qualify as durable media by definition.
Communication during a crisis, maintaining data security and regulations covering mortgage content were all challenges that led the bank to ultimately seek help from Echoworx.