Customers Bank
Solution Stack
Marketing Cloud, FSC, nCino
Business Units
Marketing, Lending
Services
Advisory, Implementation
Timeline
12 weeks
Modernizing Engagement Across the Lending Journey
Customers Bank consistently invests in digital-first experiences—making banking more intuitive from first click to funded success. But to scale that promise, the bank needed deeper alignment between Marketing Cloud, Financial Services Cloud, and nCino.
Following a migration to FSC, Marketing Cloud remained disconnected from origination workflows. Key lifecycle signals—like application progress and loan status—couldn’t be activated for campaigns. Outreach required manual intervention. And reporting lacked a complete conversion picture.
Problem
Marketing teams were creating smart campaigns—but couldn’t reliably connect engagement to loan outcomes. Without mapped fields and automated sync:
- Leads weren’t progressing into relevant nurture paths
- Loan data wasn’t feeding campaign segmentation
- Conversion visibility broke once handoffs occurred
Fragmentation slowed growth and impacted the customer journey during critical decision points.
Process
Fortimize streamlined campaign execution and lifecycle orchestration by:
- Mapping key nCino origination fields directly into Salesforce
- Establishing a consistent data model for accurate segmentation
- Automating nurture triggers aligned to loan milestones
- Reducing manual coordination between marketing and lending teams
By leveraging platform-native governance, the bank avoided additional tooling or overhead—turning Marketing Cloud into an integrated extension of lending workflows.
Results
With native governance and a single engagement ecosystem, Customers Bank can now influence every step of the borrower journey, track conversion outcomes, and deliver timely, relevant communication that speeds progress from lead to funded loan.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Stronger Markeeting ROI | More Precise Outreach | Trusted Data Flows |
Full-Funnel Visibility | Reduced List Management | Native Integrations |
Impact on Customers & Communities
Customers now receive timely and relevant guidance during every step of their borrowing experience what’s next in the process, what information is needed, and what financial options are available.
Customers Bank strengthened the connective tissue between marketing and lending, turning opportunities into funded success stories with more clarity, less uncertainty—and better outcomes for every borrower.
