Case Study: First Bank achieves 98% faster banking journeys with Lightico

First Bank Completes Banking Journeys 98% Faster With Digital Completion

First Bank, a community bank serving customers in Southeast Illinois and Southwest Indiana, wanted to modernize loan servicing and account-opening workflows that still depended on paper-heavy, email-based processes. Customers had to download, print, sign, scan, or fax forms, and limited e-signature tools often required extra app downloads, creating delays and forcing staff to chase down documents.

Using Lightico’s Digital Completion Cloud, First Bank enabled customers to complete forms, e-sign documents, and upload supporting materials in one real-time mobile session without an app. With Lightico, average turnaround time dropped to just over 40 minutes, completion rates for retail banking journeys reached 85%, e-sign completion exceeded 97%, and document request completion reached 90%, significantly reducing administrative work and improving customer satisfaction.

First Bank

Chris Bailey

SVP & Chief Technology Officer