Case Study: Central Bank achieves 195% increase in sales calls and stronger cross-selling with Fiserv EnAct

Central Bank Community bank strengthens sales management processes and customer focus

Central Bank, a leading community bank in Central Kentucky, needed an automated, consistent customer onboarding process and a CRM that would drive higher end-user adoption and stronger sales management across lines of business. After previous CRM efforts fell short, the bank chose EnAct from Fiserv (deployed on the Microsoft Dynamics CRM platform) for its Outlook integration and customer-centric sales management capabilities.

Fiserv implemented EnAct across banking, investments, insurance, mortgage and wealth management with rapid adoption (~350 users across 4 lines and 30 branches) and a six-month rollout, consolidating pipeline tracking, automating onboarding and enabling incentive tracking. The solution boosted sales productivity and collaboration: sales calls rose 195% (1,523 to 4,499), referrals increased 52% (3,982 to 6,058), referral value grew from $2.77M to $4.15M, and the cross-sell ratio climbed 16% (2.85 to 3.30 products per household).

Central Bank

Steve Kelly

Executive Vice President, Director of Marketing and Sales