Case Study: City National Bank of Taylor achieves 90%+ completion rates with Lightico

Community Bank Achieves over 90% Completion Rate for New Accounts, Loan Waivers and More

City National Bank of Taylor (CNBT), a Texas-based community bank, needed a better way to serve customers remotely during the pandemic. With drive-thru and in-branch interactions creating delays, CNBT turned to Lightico and its Digital Completion platform to help customers sign forms, submit documents, and complete banking tasks from their mobile devices without downloading apps or visiting a branch.

With Lightico, CNBT digitized account opening, customer service requests, ID updates, ACH loan payments, and waivers through real-time text or email links, eSignatures, eForms, and ID verification. The results were strong: CNBT reported a 95% eSign completion rate, a 90% document collection completion rate, and 62% of tasks completed within the first hour, while improving customer satisfaction and reducing friction for both staff and customers.

City National Bank of Taylor

Erica Agundis

New Account Supervisor