Case Study: BancVue achieves 3x growth and 75% higher close rates by operationalizing the customer journey with SugarCRM

BancVue - Customer Case Study

BancVue, a leader in branded community-banking products serving 750+ banks and credit unions, faced fragmented customer experiences and data silos that undermined retention and satisfaction. The company’s challenge was to centralize customer business processes and standardize communication across every touchpoint so teams from sales to delivery could coordinate consistently along the entire customer journey.

BancVue deployed on‑site Sugar CRM to 100% of its customer‑facing employees and created an “Infinity Loop” customer journey map to operationalize actions—capturing conversations, identifying influencers, tracking goals, and scoring prospects with a BVPI. The result was a more consistent customer experience and strong business impact: BancVue tripled in size, generated 3× more leads and realized a 75% increase in close rate, with faster conversions and improved retention.

BancVue

Lori Peterson

Senior Vice President of Marketing