Digital overhaul drives $100M+ in deposits for mid-market bank

To move faster and meet rising client expectations, the institution knew it needed to rethink outdated and manual operations.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.