Case Study: Berkshire Bank achieves a 2 minute 13 second digital account opening and 99% fraud reduction with Narmi

$13 billion Berkshire Bank Re-Imagines Digital Account Opening with Narmi

Berkshire Bank, a $13 billion community bank operating across seven states with 130 branches and nearly 200,000 customers, faced lengthy, confusing digital account opening, high abandonment and low funding rates, a heavy manual review burden, and a 55% fraud rate on online applications. To modernize and scale a digital-first strategy — including launching a new brand, Reevx Labs — Berkshire selected Narmi’s digital account opening platform and identity decisioning capabilities to replace its legacy provider.

Narmi delivered an omnichannel, branded account opening experience integrated to Berkshire’s FIS IBS core via CodeConnect, plus an admin platform and automated identity decisioning. The outcome: average application time of 2 minutes 13 seconds (a 57% reduction), 100% automated decisioning, a drop in fraudulent applications to under 1% (≈99% reduction), a 100% account funding rate, over 50% reduction in admin time, and a rapid six-week launch for Reevx Labs — driving higher conversion, funded deposits, and operational efficiency.

Berkshire Bank

Sean Gray

Chief Executive Officer