C&N Bank

Salesforce CRM and Case Management Solution Cultivates Organic Growth

C&N

Improving Case Management Efficiency with Salesforce

C &N boasts a rich 159-year history, marked by a series of acquisitions. Today, it's a full-service financial institution with 30 offices across Pennsylvania and New York. To sustain organic growth without increasing headcount, they sought help from Salesforce and Fortimize, focusing on case management and a CRM implementation.

With Financial Services Cloud (FSC), they automated manual processes, enhancing collaboration between branches and operations teams. By extending FSC with Sales Cloud, they improved referral and sales pipeline management. Key integrations also enhanced visibility into performance and customer onboarding.

After eighteen months, C&N maintained their team size while doubling monthly processed cases from 1,600 to 3,200 and improving SLA approval times by 4%. They also expanded case types and launched a "gig marketplace" for retail branch employees. Their case management assistance retained over $182 million in deposits.

The Solution

Case Management: Leveraged FSC to increase efficiency by automating manual business processes and approvals.
Retail CRM: Expanded FSC and implemented Sales Cloud to track referrals, manage the sales pipeline, and view householding details.
Integrations: Developed integrations to Encompass and C&N’s data warehouse, storing a custom householding model.
Security: Configured permissions using Shield for FSC and Sales Cloud users.

Technology Stack

Financial Services Cloud, Sales Cloud, Shield, Encompass by ICE Mortgage Technology, Fiserv, Snowflake, Boomi, Moody's Analytics

Years of Partnership

2022—2023

C&N

From day one, I felt a strong commitment from the Fortimize team to ensure this entire project would be completed on time and within budget. In addition to providing us with a comprehensive technology solution, they also delivered a custom change management plan.

Alex Balagour, Chief Information Officer