Case Study: CenterState Bank achieves 20,000+ customer contact updates and improved branch productivity with Architect from Fiserv

CenterState Bank Architect from Fiserv Helps Keep Customer Contact Information Current, Improving Branch Productivity

CenterState Bank, Florida’s second-largest community bank with more than $5 billion in assets and 69 branches, struggled to keep contact information current for a rapidly growing base of 75,000 online banking customers. Branch personnel were unable to maintain accurate customer data, causing incorrect information to feed other systems and undermining communications, compliance and marketing; the bank turned to Fiserv and its Architect digital banking solution to solve the problem.

Working with Fiserv, CenterState used the Profile Update feature within Architect (SDK) to launch a pop-up prompting 75,000 active online banking users to confirm or update their contact details, with updates automatically pushed into the account processing system. The campaign produced more than 20,000 updates in the first two weeks and is expected to reach at least 40,000 within a year, improving customer communications and marketing effectiveness while freeing branch staff to focus on service.

CenterState Bank

Christina Zenchak

Vice President of Information Technology