Accelerating revenue using a digital-first lending strategy

With pressure mounting from tech-savvy competitors, the bank needed more than a tech upgrade—they needed a digital transformation. West Monroe mobilized quickly, using proprietary tools to analyze their commercial lending operations from all angles. We identified gaps, benchmarked against industry leaders, and mapped out how data and systems could better support decision-making. Our recommendations balanced efficiency with client experience—ensuring the future-state design aligned with customer needs and business goals. The result: a strategy to drive $69 million in combined revenue and savings while improving operational transparency and reducing friction in the customer journey.

Working alongside executives over 12 weeks, we moved fast—from vision workshops to deep-dive process and system reviews. Our team included experts in banking, operations, technology, data, and customer experience—each bringing a unique perspective to uncover hidden opportunities. We mapped internal best practices, aligned policies to customer needs, and designed a streamlined delivery model. The collaborative process built buy-in across the organization and set the stage for lasting change, including smarter segmentation, leaner processes, and clearer roles.

With a unified roadmap and future-state design in place, the bank’s new operating model enables $60 million in revenue growth and is now on track to boost revenue by 9% and save $9 million annually. Operational changes realign responsibilities, eliminate redundancies, and make better use of data for fast, consistent decisions. Loan cycle times are expected to drop by 30%, improving customer experience and increasing speed to revenue. From more effective credit delivery to integrated systems and smarter use of data, the bank now has a model built for scale, agility, and long-term success in a competitive landscape.