Modernizing Commercial Banking
FirstBank partnered with West Monroe to transform its commercial lending processes across Puerto Rico, Florida, and the Eastern Caribbean. Confronted with outdated workflows and siloed systems, the bank sought to modernize its approach to enhance operational efficiency and customer experiences.
Leveraging our extensive experience with other banking clients, we advised FirstBank on industry-leading practices and how to adapt these insights to meet customer expectations. This knowledge shaped our approach—leading to the discovery, design, and implementation of an integrated nCino and Salesforce solution.
The result? A streamlined, end-to-end commercial lending platform that accelerates loan processing, improves transparency, and boosts employee engagement. Our relationship flourished through close collaboration—ensuring a seamless, impactful transformation. The nine-month project is expected to deliver significant improvements, including estimated 25-30% efficiency gains as well as anticipated boosts of 15-20% in customer satisfaction and 18% in employee satisfaction.
