Case Study: First Bank achieves streamlined onboarding and personalized service with CRMNEXT

First Bank - Customer Case Study

First Bank, serving 300,000+ customers across 100+ branches with 500+ users, was struggling with a complicated account-opening process, fragmented customer data, inconsistent cross-channel communication, and paper-based issue resolution. To give associates better tools for conversations and more efficient handling of account openings and inquiries, First Bank selected CRMNEXT’s CRM solution.

CRMNEXT implemented an integrated CRM that connects to legacy core systems, automates onboarding, and delivers pre-populated up-sell/cross-sell offers while letting bankers “view and do” on a single screen. The solution produced faster, error‑free onboarding with significant reductions in turnaround time, single-click actionable insights (no hopping between systems), a significant boost in cross-selling capabilities, and a measurable improvement in First Bank’s customer loyalty index.

First Bank

Cathy Dudley

Executive Vice President