Giving a Single Customer View Across Ten Systems for a $2B Community Bank

Bankers Toggled Between Multiple Systems to Answer One Customer Question

A teller or lender needing a full picture had to check Precision for accounts, nCino for loans, MortgageBot for mortgages, and Connections for activity. No screen showed the whole relationship. Service slowed, and cross-sell opportunities went unseen at the counter.

Customer Data Scattered Across Ten Systems With No Single Owner

Precision held accounts, nCino held lending, BPM held deposits, Weiland held treasury fees, and Connections held referrals. Each system owned a fragment. No platform showed a customer's deposits, loans, treasury services, and disputes together, so relationship-level decisions relied on memory and manual lookups.

Treasury Deals and Disputes Ran on Email and Spreadsheets

Treasury sales tracked pipeline in Excel, then emailed Word install forms to support. Fraud and ACH disputes moved on signed paper forms emailed to operations. Service recovery was logged as a generic "call." Cycle times stretched and compliance documentation sat outside any system of record.

Leaders Wrote SQL Queries to See a Deposit Balance Change

Reporting meant SQL queries against Connections, banker dashboards, scorecards, and manual Excel reconciliation. Alerts were largely absent. A regional president could not quickly see which relationship drove a six-figure deposit swing, so outreach to at-risk balances was reactive.

A Batch-Driven CRM That Could Not Carry the Bank's Growth

Connections relied on overnight batch feeds with no real-time capability and rigid workflows. The bank was growing toward 28 branches and preparing to roughly double its user base through the merger. The existing system could not be configured for that scale or trusted at it.

Low Trust in the CRM Meant Bankers Double-Checked Everything

The interface was non-intuitive, duplicate records were common, and referrals expired and disappeared after 90 days. Hybrid teller-bankers lost incentive credit because rigid roles forced marketing to adjust points by hand each month. Adoption stayed low and the data behind incentives was not trusted.

Built a 360-Degree Customer View for Every Banker on Day One

A single contact and company record now shows a customer's products, loans, referrals, and open service tickets. A card surfaces the live nCino loan stage without leaving HubSpot. Bankers stopped toggling between systems to understand a relationship.

Connected Fiserv Precision to HubSpot Through a Nightly SFTP Pipeline

Thirteen Precision extract files push into HubSpot each night near 3:00 AM, mapped to contacts, companies, and the Products & Services object. The core remains the system of record, and the one-way flow protects it from write-back errors while keeping HubSpot current.

Replaced Treasury and Dispute Spreadsheets With Connected Service Pipelines

Treasury sales now run a HubSpot pipeline that triggers an installation ticket the moment the install form is submitted. Disputes and service recovery moved into Service Hub pipelines with required fields, routing, and auto-calculated Reg E deadlines. Compliance reporting no longer depends on manual scrubbing.

Replaced SQL Reporting With Drill-Down Executive Dashboards

Leaders now open dashboards that flag deposit and loan swings against set dollar thresholds and drill from region to market to branch to banker to customer. Top-20 lists, maturing CDs, and onboarding queues update from the nightly feed. Writing SQL to find a balance change ended.

Automated Compliant Marketing With Postalytics and Dynamic Lender Flyers

Beyond the core brief, the platform automated the Day 1 welcome letter through Postalytics, removing the manual daily approval ritual. A HubDB database of lender details populates pre-approved flyer templates, so mortgage lenders send personalized, compliant emails without editing locked content.

Automated the Referral Scorecard to Restore Trust in Incentive Data

The Referrals and Recommendations object distinguishes what an employee can open from what they must hand off, sets expiration logic automatically, and notifies the assignee. Role-based teams and partitioning protect sensitive data while keeping records open across branches. Incentive credit now ties to opened accounts instead of month-end manual fixes.