Case Study: Washington Trust Bank improves cash management system transition and customer satisfaction with AIM Consulting Group

Washington Trust Bank resolves top 20 cash management issues in 3 months with AIM Consulting Group

Washington Trust Bank, a major privately held bank in the Pacific Northwest, faced a significant challenge following the complex transition to a new cash management system. The implementation resulted in an unprecedented volume of customer issues and a massive backlog that overwhelmed internal resources, eroding customer confidence. The bank engaged AIM Consulting to help identify gaps, prioritize issues, and restore credibility with its key commercial clients.

AIM Consulting provided a rapid business analysis solution, performing a gap analysis and facilitating workshops to document and improve both customer-service and internal processes. This effort consolidated issues for prioritization and led to direct collaboration with the software vendor. As a result, the technology vendor delivered fixes for the top 20 platform issues within three months, and customer satisfaction greatly improved due to the bank's responsive approach. AIM's work also sparked internal process improvements and ensured a smoother planned transition for the bank's consumer platform.

Washington Trust Bank