Case Study: Wells Fargo achieves successful online banking expansion with ESM Software

ESM Software is a vital tool when implementing the BSC method for strategy and organization innovation within financial services

Wells Fargo, one of the world’s largest banks, needed a way to organize and prioritize ideas as it launched Wells Fargo Online Financial Services (OFS) and entered the new online banking market. The team had to balance startup-like operations, align with the parent bank’s strategy, and figure out which initiatives would best support a successful digital banking offering. ESM Software provided the Balanced Scorecard (BSC) approach and facilitation to help structure that effort.

With ESM Software’s guidance, OFS built strategy maps, clarified goals, expanded beyond purely financial measures, and used monthly reviews to adjust priorities as the market evolved. The result was a more aligned and agile online banking strategy that helped Wells Fargo reduce average cost per customer by 22%, add 250,000 customers, and cut website downtime by 71%. ESM Software enabled Wells Fargo to turn a broad set of ideas into a measurable strategy that supported rapid growth and long-term innovation.

Wells Fargo

Scott Daniel

Chief Financial Officer