Case Study: Silicon Valley Bank achieves faster startup onboarding and higher customer satisfaction with Fenergo

SVB turned to Fenergo to reimagine the end-to-end client journey and develop a new solution for client onboarding

Silicon Valley Bank (SVB) faced the dual challenge of restoring client confidence after its 2023 receivership and defending market share against digital-native challengers by improving the onboarding experience for startups. To accelerate a multi-year digital transformation aimed at a segment‑focused, omnichannel “Digital Client Acquisition and Onboarding” journey, SVB partnered with Fenergo and leveraged Fenergo’s SaaS client lifecycle management capabilities (hosted on AWS) to replace legacy systems and deliver a modern, API-first onboarding platform.

Fenergo’s solution, integrated via APIs and driven by logic-based business rules, enabled bespoke, automated onboarding journeys and tighter orchestration between digital and human touchpoints. As a result, SVB scaled the new platform to handle over 85% of applications by 2022, achieved ~80% client onboarding satisfaction, ~70% fully automated onboardings, a nearly 50% reduction in onboarding time, 63% faster time to first transaction on SVB Go, a 10% drop in call center volume, and marked improvements in NPS—demonstrating measurable gains in efficiency and customer experience.

Silicon Valley Bank