Customers Bank
Solution Stack
Sales Cloud, Service Cloud, FSC
Business Units
Technology, Operations
Services
Advisory, Implementation
Timeline
14 weeks
Sparking a Culture of Progress
Customers Bank had optimized its Salesforce foundation and the wheels were turning. Those closest to the work knew the progress was meaningful—but legacy habits ran deep. The question became: do we keep the momentum contained, or use it to lead a broader shift and bring the rest of the organization with us?
Problem
Customers Bank now needed to modernize and standardize its delivery processes, but deeply rooted legacy behaviors and inconsistent adoption across teams made transformation difficult. Without a unified framework or agile mindset, each project felt like a one-off effort—slowing down progress, increasing risk, and limiting the impact of their Salesforce investment.
Process
Fortimize partnered with their internal Salesforce team to redesign delivery from the ground up. By adopting agile delivery and working in sprints, the team learned to test quickly, iterate often, and build confidence across stakeholders. This reset the tone of digital transformation from overwhelming to manageable—empowering staff at all levels.
Results
Today, Customers Bank drives continuous improvement using that same framework, reducing risk and increasing value with every release.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Reduced risk | Rebuilt delivery trust | Established scalability |
Fostered alignment | Improved collaboration | Shifted mindset |
Impact on Customers' Customers
Customers experienced smoother transitions during platform changes, minimizing disruptions and ensuring continuity in their service. As a result, they gained access to improved service with fewer delays, enhancing their overall experience and satisfaction.
A Conversation with Jennifer Frost, former EVP, Customers Bank
