Case Study: Arrow Financial Corporation achieves 280% increase in online account openings with nCino

How Arrow Financial Corporation is Blending Relationship Banking with Digital Process

Arrow Financial Corporation (headquartered in Glens Falls, NY; $4B assets) is a multi-bank holding company focused on personalized relationship banking. Facing paper-based workflows and rising customer demand for digital experiences, the bank needed to streamline onboarding, expand deposit growth beyond its markets, and make banking easier for employees and customers.

Arrow partnered with nCino, rolling out Commercial, Small Business, PPP and Online Deposit Account Opening solutions — with the online account opening live in three months — and staffed dedicated resources to support the change. The digital channel produced nearly 300 new online accounts (a 280% increase), enabled market expansion, reduced in-branch traffic by 27%, and preserved relationship-driven follow-up by combining digital onboarding with human outreach.

Arrow Financial Corporation

Marc Yrsha

Executive Vice President, Director of Relationship Banking