City National Bank of Florida | Digital

A modern platform positions City National Bank of Florida for $50 million in new revenue

What We Did

This $20 billion regional bank has set its sights on becoming the leader in its region. To achieve this goal, it has embarked on a large-scale initiative to modernize its IT and operations leveraging Salesforce Financial Services Cloud, nCino Loan Origination System, Azure, and Mulesoft. 

The bank is counting on new technology to differentiate its client experience. For example, by streamlining and automating aspects of the loan origination process, the bank can close loans faster. A modern technology platform will also equip relationship managers with better customer insight, helping them sell more successfully—not to mention work more productively. This transformation will also reduce administrative and IT costs and make it easier to integrate future acquisitions.  

The bank wanted a partner that wasn’t just focused on delivering the technology. It wanted a partner focused on delivering measurable results. That’s why it chose West Monroe. 

Backed by experience and proprietary tools designed to deliver benefits faster, we helped the bank put in place four key pieces of its technology modernization plan: 

  • Salesforce Financial Services Cloud, with new customer insight powered by Einstein Analytics 
  • A bank-wide nCino loan origination system that boosts speed, experience, and efficiency 
  • A first-of-its-kind Azure data platform that creates a single source of customer data
  • An innovative integration approach that unlocks new revenue streams 

Just months into the transformation, the impact was already undeniable. 

$800 million

net deposit growth in the first 6 months 

$1.4 billion

loans moved through the new system in the first 90 days

$50 million

projected new revenue

Part 1: Introducing Salesforce Financial Services Cloud drives immediate deposit growth

Project Timeline

5
weeks
Release 1 Discovery/Design: Gather requirements and design the future process flow for Financial Services Cloud MVP
14
weeks
Release 1 Implementation: Implement, test, and manage change for Financial Services Cloud MVP
5
weeks
Release 2 Discovery/Design: Gather requirements and design the future process flow for Financial Services Cloud v2 + Tableau CRM
14
Weeks
Release Implementation: Implement, test, and manage change for Financial Services Cloud v2 + Tableau CRM

The Challenge 

To sell successfully in an increasingly competitive market, the bank’s relationship managers needed clear, comprehensive, and timely insight about client relationships. However, with key information scattered across different systems, teams had to rely on manual activity to produce weekly reports. 

By migrating operations to Salesforce Financial Services Cloud, supported by the platform’s Einstein Analytics, the bank wanted to: 

  • Simplify the ability to identify clients who are good candidates for additional bank products 
  • Help relationship managers recommend the right products in their client review meetings  
  • Enable managers to capture opportunities, leads, and referrals while on the go 
  • Standardize processes for managing referrals

This was a sizeable investment for the bank, and executives wanted to make sure they got it right the first time. That’s why they relied on West Monroe.

An Undeniably Different Approach 

We were ready. Having been a Salesforce pioneer since the beginning, we have delivered many innovative, impact-generating Salesforce solutions for banks and financial institutions of all types. We quickly fielded a multidisciplinary team with deep understanding of bank operations, as well as the technical, data and analytics, and Salesforce expertise necessary to address the bank’s needs and goals. Our team got right to work—applying an approach guided by key principles:

  1. Technology alone will not achieve the bank’s goals. We leveraged our ability to design extraordinary, human-centric experiences, powered by Salesforce tools, that make a difference in the marketplace. 
  2. We challenged the bank to adopt best practices that will create greater efficiency and optimize its overall use of the platform.  
  3. Using new insight is key to maximizing return on the investment in technology. We applied our data and analytics expertise to help the bank use new data and reporting capabilities to make informed business decisions.  
  4. Because return depends on adoption, we brought significant focus and expertise to support the change involved—making sure people understand and embrace the new capabilities this solution provides.

The Output 

  • Implementation of Salesforce Financial Services Cloud, customized for the bank’s operations 
  • An easy-to-use interface that allows relationship managers to see essential client information, plan upcoming relationship reviews, and assess the impact of recent reviews 
  • Einstein Lead Scoring, which predicts borrower behavior and suggests “next best action” and optimal timing for relationship touchpoints  
  • Embedded Tableau CRM dashboards that allow managers to see activities of teams and individuals, providing more insight for coaching 
  • Mobile capabilities for accessing and entering opportunities in the field—allowing sales support teams to begin processing applications faster 
  • The bank was able to originate and fund more than 9,000 PPP loans in Q2/Q3 2020 totaling more than $2 billion thanks to the readiness of its Salesforce Financial Services Cloud and integrations via APIs. 

Results You Can Measure 

In the first six months of operating with Salesforce Financial Services Cloud, the bank sold new deposit, loan, and treasury products to 50% of its existing household relationships. That produced more than $800 million in net deposit growth across all lines of business—primarily in private banking and commercial services.  

In addition, the bank exceeded its goals for client-sourced lead meetings. Before the introduction of Financial Services Cloud, 53% of bankers conducted three to four lead meetings per week. Following the introduction, that percentage increased to 63%.  

Part 2: A unified loan origination solution boosts speed, experience, and efficiency

Project Timeline

3
weeks
Discovery for the first release of nCino’s loan origination system
3
weeks
Design the first release
7.5
months
Build the first release in 4 sprints, with user testing and training for 500 users
5
months
Design and build the second release

The Challenge 

To maintain the momentum of its ambitious digital transformation effort and take maximum advantage of a new Salesforce-based platform, the bank wanted to bring lending activity for all lines of business into a single nCino loan origination system.  

Fast and successful transition to this platform was critical. From a competitive standpoint, the bank was counting on nCino’s capabilities to deliver the speed, convenience, and trust that its clients expect. The solution would also eliminate manual effort, duplicative data entry, and rework—creating a faster and more efficient deal flow—and improve adherence with risk policies.  

In order to ensure a successful project, the banks’ executives called in West Monroe. As one of nCino’s longest and most experienced partners, we had the necessary skills and tools to guide the program from implementation to go-live quickly. 

An Undeniably Different Approach 

We came prepared with a unique approach and toolset for designing, building, and implementing an nCino solution for successful adoption.  

First, we have seen that success requires aligning the organization and processes to realize the true benefits of technology. So, we started by fielding a multidisciplinary team that included banking operations, customer experience, technology, nCino, and change management expertise. This variety of perspectives enabled us to address the multitude of considerations that ultimately shape the success of this type of project.  

We also came equipped with best practices for optimizing use of the nCino platform, as well as proprietary development tools and accelerators that allowed us to design and deploy the solution faster.  

And we didn’t stop when the technology was implemented. We worked side-by-side with the bank, using a robust change management plan to encourage successful adoption.

Outputs

  • One platform to conduct lending activities across all departments 
  • 55 distinct nCino features that capture efficiencies at every stage of the lending lifecycle 
  • One point of data entry for originating and managing loan applications
  • Executive level dashboards to monitor loan pipelines and align opportunities with the right relationship managers 

Results You Can Measure

With the nCino Loan Origination System in place, 500 bank employees now have extended digital lending functionality, as well as 100% visibility into the stage and status of any deal. During the first 90 days, the bank moved 317 loans totaling $1.4 billion through the nCino system. 

Our solution’s communication (Chatter) and documentation (DocMan) features allow employees to quickly find information they need—reducing dependency on email to facilitate deal flow by 80%. The system also provides clear assignments for data entry and handoffs, allowing deals to move seamlessly without duplication or rework. Underwriters can calculate relationship exposure easier, enabling them to adhere to the bank’s risk policies.  

Even better, having a bank-wide loan origination system that runs in the familiar Salesforce environment will reduce the training, change management, and administrative burden. It is easier for the bank to transfer talent to meet current needs, onboard new hires, maintain the system, and integrate third-party applications into its lending workflow. 

Part 3: Establishing a single source of customer data elevates experience, efficiency

Project Timeline

4
months
Data ready for the first release of Financial Services Cloud
2
months
Data ready for the first release of the nCino loan origination system
2
months
Data ready for the first release of Deposit Account Opening
2
months
Data ready for the second release of Financial Services Cloud

The Challenge

A modern data platform is essential to the bank’s digital transformation and its goal of providing a better, unified customer and employee experience. It can provide relationship managers with a more complete view of their customers, boosting sales effectiveness and success. It can also eliminate the need for costly, time consuming, error-prone manual work.  

Delivering a new data platform, however, is an extremely complex endeavor—one made all the more challenging by an accelerated timeline and the need for coordinating development with the simultaneous implementation of multiple, complex, co-dependent systems. That’s why the bank turned to West Monroe. 

An Undeniably Different Approach

We were ready with a cross-functional team of experts who know how to cut through complexity to meet the data requirements of the bank’s evolving digital landscape – including bridging the data divides between the banks financial core and its integrated Salesforce-nCino cloud platform. 

We understand that successful delivery is not only about technical expertise. We’ve built our approach on a foundation of:

  • Collaboration: Including a willingness to work with and within the bank’s IT and program management organizations and with its other partners 
  • Delivery excellence: Including transparency around progress, roadblocks, risks, and hurdles 
  • Value creation: Including a continuous focus on user adoption and tangible results to inspire executive buy-in 

These qualities fostered a strong partnership, enabling us to deliver a first-of-its-kind Azure data platform—including ingestion, storage, and orchestration capabilities—in just 10 months. This is in marked contrast with the multi-year efforts of the past. In turn, this helped us meet multiple, back-to-back go-live dates associated with the bank’s new Salesforce platform. 

The Output

  • Tailored, highly scalable and dynamic data ingestion and integration solution based in Azure 
  • Single client data record for better insight into the bank’s customer base 
  • More than 500 data points integrated from four distinct source systems 
  • Built-in scalability that gives the bank the ability to further integrate new data sources 
  • Suite of data quality tools that guide data remediation in Salesforce, MuleSoft, Azure and source systems 
  • Data quality reports that enable effective data governance and stewardship 

Results You Can Measure

Bank employees can now perform critical business functions on the Salesforce platform—bolstered by a single source of data that allows them to be more productive and successful in their roles. This solution empowered more than 100 pilot system users with new data in 20 weeks and a total of 800 employees within 22 weeks.  

Since the launch of the Azure data platform, the bank’s Net Promoter Score® has increased from 64 to 85. Employees are able to support more bank clients: For example, clients per full-time equivalent increased from 58 to 67, and transactions through more efficient digital channels have increased by 7%.  

In addition to equipping employees with better and faster insight, the platform increases agility and adaptability—for example, making it easier to change service providers. The bank can also begin to simplify its technology environment by retiring various older data systems.  

This effort inspired further confidence in digital transformation and the potential of a universal data source to drive superior customer experience. It also unlocked new interest in additional data-driven digital initiatives, such as AI-ready dashboards and personalized customer outreach campaigns.

Part 4: Innovative enterprise integration unlocks $50 million in potential new revenue

Project Timeline

6-8
Weeks
Planning and design: A combination of about 30 2 week sprints (timeline to the right)
7
Days
Day 1-7: Backlog grooming, planning, development
2
days
Day 8-9: Demos, deployment, and testing
1
Day
Day 10: Support and transition – including a train-the-trainer approach to prepare the bank’s developers

The Challenge 

Capitalizing on the bank’s new digital platform – including Salesforce Financial Services Cloud and the nCino Loan Origination System – requires efficient flow of data among systems.  

Given the bank’s business strategy, this isn’t just an internal challenge; integration must also extend to potential third-party partners. In particular, the institution’s “open banking” strategy calls pursuing new revenue streams through software integration with other Fintech companies. The strategy would be a key differentiator for the bank long-term. The bank created a new business unit tasked with developing these opportunities. We were ready to help.  

Through involvement with the bank’s broader digital transformation, our team already understood the challenges, priorities, and risks. This helped us craft integration architecture solution that enables short-term strategies while also preparing the bank for rapid growth over the longer term.

An Undeniably Different Approach 

When it comes to complex integration initiatives with aggressive timelines, we’ve been there many times and understand what it takes to deliver.  

Management and coordination are critical to these types of initiatives. We established a centralized project management approach that provided the bank with a single point of contact and ensured close collaboration—not only among those working on this project but also with the many other teams working on facets of the digital transformation.  

Using an iterative design approach honed from past experience, we were able to validate work in a simulated environment before starting development—thereby reducing risk. 

Our deep technical and functional experience in the Fintech space allowed us to accelerate integration to meet the bank’s goals. Leveraging MuleSoft as the integration platform as a service (IPaaS), we rapidly designed reusable application programming interfaces (APIs) that connect system services within the bank, as well as secure connections with external partners. We quickly delivered a minimum viable product that is enabling the bank to realize short-term benefits, as well as a plan for future enhancements.

The Output 

  • An application programming interface (API) framework 
  • Four reusable APIs that allow creation and extraction of data between the bank and an authorized third party via a subscription model 
  • MuleSoft Anypoint Platform architectural components designed for the bank’s integration strategy 
  • Logging and error-handling framework 
  • Data cleansing and resolution of data quality issues 
  • Two batch applications that migrate data from the data warehouse into the CRM system 
  • A prioritized roadmap of enhancements, prioritized according to business value 
  • 11 knowledge transfer sessions to help the bank’s technology team manage and build on the solution 

Results You Can Measure

By enabling secure connections with other Fintech companies via an API subscription model, our solution unlocked $50 million in projected additional revenue. As a first step toward that, we helped the bank successfully deploy this approach for one target business segment. Having flexible, reusable APIs will allow the bank to extend this model to other target segments. This approach also significantly reduces integration maintenance costs.  

Additionally, the solution enables bank employees to perform the majority of their work in one tool, providing a substantial productivity boost. Because the solution enables daily batch migration of data from the bank’s data warehouse into its Salesforce environment, the residential mortgage team can see and react to developments in the loan opportunity pipeline in near real time. And because the project resolved data consolidation and quality issues, the daily integration loads now have a 99.9% success rate.

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