Case Study: KeyBank transforms SMB banking experience with Boomtown

How Banks transform the Customer Experience with CXMEngine

KeyBank, one of the nation’s largest financial services companies, wanted to strengthen its SMB merchant experience and compete more effectively with fintechs by combining banking with digital servicing. To do that, KeyBank partnered with Boomtown and XUP Payments, using Boomtown’s CXMEngine to help create a more seamless, bank-branded merchant journey.

Boomtown helped KeyBank launch a digital front door for merchant services, enabling customers to open accounts in 5 minutes or less, get real-time support, track activation, and manage disputes and service requests across channels. The solution went live in less than 16 weeks and delivered measurable results, including a 5% increase in lead generation, a 2% increase in merchant acquiring sales in the first few months, and a 17% improvement in retention.

KeyBank

John Briggs

Head of Commercial Product & Innovation