Client Case Study
Carlos Naudon, President and CEO, Ponce Bank
Ponce Bank deeply understands its unique community of customers. For this reason, the bank had a highly bespoke vision for its digital transformation, which centered on delighting and meeting the distinct needs of its customers and employees.
By digitizing and connecting its front- to back-office workflows, Ponce enabled its teams to collaborate seamlessly, which expedited and personalized service delivery to its customers. Ponce used Salesforce to streamline its case management, allowing employees to reduce their workloads and more quickly address customer needs. With Fortimize’s guidance, Ponce successfully transitioned to a hybrid work environment, adopting virtual tools to stay highly responsive to an underserved customer community during a global pandemic.
Headquartered in the Bronx, New York, Ponce Bank opened in 1960 with the mission to make banking services more accessible to underserved communities. Ponce continues this mission today as a $1.5 billion federally chartered stock savings association that operates through one administrative office and 13 branches.
As it grows, Ponce remains focused on providing affordable services that meet the unique needs of its customer community. This means keeping costs and operations efficient, while strategically using data to better understand its customers.
To this end, Ponce set out to integrate its workflows across branches and business lines. While leadership had a clear vision of this integration through a banking lens, they needed a trusted technology partner to help Ponce digitally unify its data and operations.
In partnership with Fortimize, Ponce launched a digital banking initiative to sync its back-office and customer-facing workflows. The initial phase involved extensive business process re-engineering, including digitizing the bank’s paper- and email-based processes. Following this, the project team rolled out Financial Services Cloud across departments, Marketing Cloud to the strategic marketing team, and extensive integrations using MuleSoft.
Ponce Bank converted its contact center to an all-virtual model, allowing the bank to stay responsive to customer needs as employees shifted to remote work. Additionally, Fortimize helped Ponce leverage Salesforce Case Management to more efficiently manage the hundreds of emails Ponce was receiving daily, enabling staff to easily navigate a deluge of customer data and quickly create, track and solve a surge of customer cases.
These efforts led to stronger connections, bank-wide efficiencies and a drastically improved customer experience.
Ponce Bank attributed its successful transformation to a strong cultural fit with Fortimize. Together, Ponce and Fortimize approached the project with a shared understanding of a bank’s priorities and processes. Their common focus on customer and employee experience enabled Ponce to digitize—and humanize—the bank’s end-to-end operations for a unique community of customers.