Client Result
Digital overhaul drives $100M+ in deposits for mid-market bank
Innovating with customer-focused solutions through scalable tech platforms
Client Result
Innovating with customer-focused solutions through scalable tech platforms
To move faster and meet rising client expectations, the institution knew it needed to rethink outdated and manual operations. West Monroe helped identify a clear path forward—starting with a transformation management office to align priorities. From there, we introduced scalable digital platforms, reworked workflows, implemented real-time data integrations, and built change capabilities into the foundation. This approach combined deep financial services knowledge with modern tech, enabling real-time onboarding and automation. Our work laid the groundwork for growth while freeing teams to focus on high-value service and relationship building.
This wasn’t about dropping in a solution; it was a co-created transformation. Our cross-functional team worked together with client executives and frontline staff to design for scale. We helped transition key systems to Salesforce, optimized loan workflows in nCino, automated operations with Workato, and enhanced AML/BSA workflows with Oscilar—delivering real-time tracking and self-service tools. With minimal industry benchmarks to guide the work in the niche new line of business, we partnered closely to deliver this product directly to providers through a client and referral portal while streamlining internal processes on an accelerated timeline. Our change management team drove adoption at scale, delivering roughly 50 confluence pages and job aids while training 75% of employees and aligning leadership from the top down. Together, we didn’t just improve processes—we redefined what’s possible in the retirement space.
The results speak volumes: Streamlining operations reduced service request types by 75% and created a foundation to begin tracking and monitoring SLAs, enabling a 94% adherence to SLAs in the first month. New deposits surged by more than $100 million as thousands of new customers were onboarded for eight unique products, fueled by faster onboarding and better provider experiences. Automation delivered more than $550,000 in annual cost savings—$400,000 from Workato alone. By embedding change capabilities and digital platforms, we enabled the client to scale smarter and position itself as a tech-forward leader in the retirement market. This transformation not only met today’s needs but built a strong foundation for future growth.
Traditional financial institutions have remained complacent—overlooking innovation and avoiding the complexities of the highly regulated self-directed retirement space. One mid-market financial institution decided to take a bold, technology-driven approach, focused on addressing the evolving needs of its commercial banking customers and providers.
Over 12+ months, they partnered with West Monroe to reimagine core processes, from onboarding to servicing to program management. Together, we stood up a transformation management office, automated manual work, implemented scalable platforms like Salesforce Experience Cloud, Sales Cloud, nCino, Workato, Oscilar, and improved visibility across journeys. The impact? $107M in new deposits in the first three quarters —$75M of which were non-interest bearing—$550K in annual and scalable cost avoidance, and a 96% platform adoption rate. With enhanced digital experiences and sustainable change frameworks in place, the institution is now a standout in the retirement and commercial banking market.
in new deposits ($75M+ non-interest bearing)
annual cost avoidance
increase to net interest income
