Client Case Study
Jennifer Frost, EVP Deputy Chief Administration Officer
Moving to Financial Services Cloud enabled seamless collaboration between the bank’s front- and back-office functions. Customers Bank gained a 360° view of its business activity by synchronizing workflows between these historically siloed groups. The bank was also able to streamline critical business processes. Within a year of implementation, Customers Bank saw 50% growth in assets and had digitized over 140 processes—ultimately eliminating the need to hire an additional 29 full-time employees and saving 60,000 work hours annually.
Pennsylvania-based Customers Bank is a super-community bank offering consumer and commercial banking services. In an industry marked by rapid change, leadership knew that the bank’s ability to deliver value at pace with customer expectations would hinge on its ability to digitally transform as a business.
The internal Salesforce team at Customers Bank partnered with Fortimize to perform the initial migration of Sales & Service Cloud to Financial Services Cloud. Leveraging the existing environment, the team drove consistent use of Marketing Cloud, and enabled nCino and Financial Services Cloud mappings. Fortimize also partnered with Customers Bank to streamline an integration using MuleSoft to load update files.
Working with Fortimize’s experts, the bank’s project team adopted agile methods to digitize, synchronize and centralize its business processes. This involved running projects in sprints with frequent, iterative deliverables that allowed for rapid testing and refinements. That agile approach marked not just a change in the bank’s IT operations— it marked a fundamental change in culture. With Fortimize’s guidance, Customers Bank embraced the agile mindset necessary to truly transform as an organization. This enabled the bank to adopt a critical and repeatable framework for modernizing future workflows, analyzing performance, and continuously innovating.