Case Study: Civista Bank achieves faster document access and improved customer service with Hyland OnBase

Growing bank digitizes processes and enables continuous improvements to customer service

Civista Bank, a community-focused financial institution in Sandusky, Ohio (est. 1884), was experiencing rapid growth and found its paper-based document imaging, retrieval and workflow processes couldn’t scale. Employees spent hours retrieving files, tracking tasks in spreadsheets and playing phone tag with customers, prompting leadership to look for an end-to-end solution to support continued expansion and maintain high-touch service.

Civista deployed Hyland’s OnBase enterprise content platform across commercial, consumer, retail and private banking, digitizing documents, automating workflows and integrating with its Jack Henry core system. The change delivered instant access to customer files from laptops and tablets, improved pipeline visibility and task management, faster customer responses, lower compliance risk and reclaimed staff time previously lost to paper handling.

Civista Bank

Paul Koch

Assitant Vice President Commercial Lending