Customers Bank
Solution Stack
nCino, FSC, MuleSoft
Business Units
Customer Service, Tech, Exec Team
Services
Advisory, Managed Services
Timeline
16 weeks
Filling Data & Process Gaps
Customers Bank, a $22B super-community bank, knew their technology wasn’t the problem—it was how people were working around it. Fragmented systems and siloed data made it hard for teams to move quickly, serve consistently, or feel confident in the tools they had. Pressure was mounting from all sides: digital expectations were rising, but internal friction was holding progress back.
Problem
As digital expectations from customers surged, internal teams struggled to deliver value fast—and legacy processes couldn’t keep up.
Process
Instead of layering in more tools, the bank made a bold decision—to realign around a unified Salesforce foundation. With Fortimize, they migrated from Sales & Service Cloud to Financial Services Cloud, stabilized integrations with MuleSoft, and adopted agile delivery as a way of working, not just a project methodology.
Results
The result wasn’t just faster processes—it was a mindset shift. More than 140 workflows were digitized, teams stopped working in silos, and transformation became something people could trust.
The bank saved 60,000 hours of work in year one and avoided the cost of nearly 30 hires. Just as importantly, they built a foundation—and a culture—that could scale.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
50% asset growth | Digitized 140+ workflows | Migrated to FSC |
Enterprise-wide visibility | Connected siloed teams | Scaled MuleSoft |
Impact on Service & CX
Customers experienced more consistent and timely service, which significantly improved their overall satisfaction. Additionally, the need for branch visits or face-to-face interactions was reduced, offering greater convenience and efficiency in managing their needs.
A Conversation with Jennifer Frost, former EVP, Customers Bank
