Case Study: Major US Financial Institution achieves front-to-back office transformation and faster, compliant onboarding with Fenergo

Maximizing Customer Relationships with Front-to-Back Office Transformation

Major US Financial Institution—a large, diversified U.S. financial services provider serving over eight million customers across 2,300 branches—struggled with a broken onboarding experience caused by disconnected front-, middle- and back-office systems, replicated KYC data across legacy platforms, and heavy manual “swivel-chair” activity. They engaged Fenergo to modernize and connect CRM and CLM workflows using Fenergo KYC & Onboarding for Salesforce to restore visibility, speed up onboarding, and improve the customer experience.

Fenergo implemented a headless, API-first integration of its CLM platform with Salesforce so 2,500 Relationship Managers could perform CDD and CLM tasks inside the CRM while Fenergo’s rules engine, centralized data, intelligent document processing and self-service portal automated and standardized end-to-end customer journeys. The Fenergo solution consolidated real-time customer data across front-to-back teams, reduced manual handoffs, enabled low‑touch digital onboarding at scale (supporting the institution’s 8M customers and nationwide footprint) and unlocked better retention and revenue growth by freeing RMs to focus on advisory work.