Case Study: First Command Bank achieves 14% more online sessions and 33% lower call center volume with Fiserv Architect

First Command Bank Self-Service Online Banking Solution Improves Service and Reduces Costs

First Command Bank, a Fort Worth single-branch bank serving more than 85,000 military professionals and their families, relied heavily on online and mobile channels but found its existing platform lacked flexibility and personalization. The bank turned to Fiserv and deployed Architect to gain more control and deliver intuitive, personalized self‑service experiences that would drive adoption and improve customer service.

Fiserv implemented Architect to enable online account opening, add evolving self‑service features, and run targeted one‑to‑one campaigns using the Architect Marketing Campaign Manager. As a result, First Command Bank achieved a 14% increase in online banking sessions in the first year and a 33% reduction in call center volume over two years, with monthly call volumes continuing to decline as self‑service adoption grew.

First Command Bank

Sherry Sitton

EVP, Bank Operations