Case Study: Champlain National Bank achieves rapid issue resolution and reputation protection with Mention

How Champlain National Bank Maintains Its Reputation With Mention

Champlain National Bank, a community bank in northern New York serving the Adirondack region since 1909, faced the challenge of protecting its reputation in a highly regulated industry. Customers sometimes post complaints or misinformation online that can spread quickly, and the bank needed a way to detect issues fast, respond appropriately, and maintain records for management and the board.

By using Mention to monitor the wider web and social channels, the bank catches negative comments—often before native platform alerts—so staff can promptly reach out (usually by phone) to resolve problems. This rapid response frequently leads customers to update their posts, reduces misinformation, and provides monthly reports that satisfy board and compliance needs, making Mention an effective reputation- and service-management tool.

Champlain National Bank

Jacqueline Hallock

Director of Marketing