How effective implementation of nCino sped up client service resolutions by 70%

With a vision to offer top-tier service to treasury clients, SunTrust joined forces with West Monroe to design a comprehensive transformation strategy using nCino. First, we mapped the existing client experience and designed a streamlined service journey. Collaborating with SunTrust and nCino, we tailored the platform’s specifications, trained SunTrust’s teams, and initiated changes before implementation. Our focus on customizing nCino to SunTrust’s needs helped eliminate redundancies and establish a unified, client-centric approach that led to faster service and real-time visibility for SunTrust’s clients.

West Monroe collaborated with SunTrust over several months to transform the treasury management client experience. Working together, we established an implementation strategy that focused on employee buy-in and operational efficiency. Cross-functional teams from SunTrust, West Monroe, and nCino communicated regularly to align on project goals and training needs. West Monroe’s expertise in both the banking sector and in implementing complex technology solutions ensured a smooth rollout of nCino. This hands-on, co-created approach set up SunTrust to deliver a faster, transparent, and enhanced client service experience across its treasury management line.

With nCino in place, SunTrust’s treasury management operations were streamlined, achieving a 70% faster resolution rate for service requests and a 30% faster implementation of core services. Clients now enjoy real-time visibility into their requests and account statuses, and SunTrust’s team benefits from an optimized workflow that reduces unnecessary handoffs. Our collaborative efforts fostered a client-centric approach that not only delivered immediate operational impact but also positioned SunTrust for sustained excellence in client service, offering a scalable, efficient model for future growth and enhanced service.