Case Study: Mercantile Bank of Michigan achieves real-time back-office automation and faster ACH audits with Q2 Software

Building positive digital banking experiences for account holders

Mercantile Bank of Michigan, a commercial and retail bank serving demanding business clients, needed to improve digital banking experiences and speed up back-office responses. The bank faced issues like discrepancies between online banking descriptions and core statements that generated customer confusion and required faster, more flexible ways to correct transaction data across multiple vendors without time-consuming support cases.

Mercantile implemented the Q2 Platform with Q2central and CentrixPIQS, using custom admin forms to enable real-time transaction edits and CentrixPIQS to streamline ACH compliance and risk reviews. The changes cut support case volume, enabled roughly 200–300 monthly self-service corrections, saved significant audit time and staffing hours, and delivered faster incident resolution and a smoother experience for account holders.

Mercantile Bank of Michigan

Shannon Tramontin

Senior Vice President, Digital Services