Ponce Bank
Solution Stack
Salesforce FSC, Fiserv
Business Units
Sales, Back Office, Card Services
Services
Delivery-as-a-Service
Timeline
18 weeks
A Debit Card Shouldn’t Take a Dozen Clicks
Ponce Bank, a community-focused institution serving both personal and commercial customers, had achieved a full Customer 360 view—but visibility alone exposed a new gap. Debit card origination still lived outside Salesforce, leaving staff re-entering data and customers waiting for service that should’ve been instant.
Problem
Ponce Bank was growing—but growth without insight only goes so far. Frontline staff couldn’t see what customers were missing, making it hard to deepen relationships or offer relevant products in real time.
Meanwhile, something as simple as issuing a debit card triggered a cascade of manual steps, duplicated data entry, and frustrating delays. Teams were stuck toggling between systems, and customers were stuck waiting.
Process
With Salesforce Financial Services Cloud fully integrated, Ponce Bank turned those pain points into opportunities. Fortimize helped unlock real-time visibility into product gaps and enabled frontline employees to open new accounts and issue debit cards—all within Salesforce. Updated contact info synced instantly with Fiserv, cutting out back-office rekeying and ensuring compliance was baked into the workflow.
Results
Suddenly, every conversation had more context—and more potential. Staff could act on insights in the moment, customers received faster, more relevant service, and back-office teams got time back. What started as a tech project became something bigger: a smarter way to grow, connect, and deliver value at every step.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Boosted wallet-share | Reduced data entry | Delivered contact sync
|
Protected compliance | Accelerated card issuance | Supported product expansion |
Impact on Clients
Customers no longer faced long waits or repetitive requests just to get basic services. With real-time account visibility and automated debit card origination, they received personalized offers based on their actual needs, faster card servicing without delays, and a seamless experience that respected their time and strengthened trust in the bank.
A ‘Salesforce Customer Story’ featuring the first of three projects. (2024) VIDEO CREDIT: Salesforce
