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How A Regional Bank Moved from Data Silos to a 360-Degree Client View

A $3.5B regional bank built on community relationships set out to evolve its technology foundation. Coastal partnered with the bank to unify fragmented customer data into a single view, empowering branch teams with real-time insights, streamlined pipeline management, and a modernized internal service desk.

Challenge

While this multi-state community bank possessed deep expertise in community banking, much of that knowledge was distributed across multiple systems. Customer information lived across multiple platforms, making collaboration difficult and preventing teams from accessing a complete view of a client’s history. As the organization grew, this environment introduced several natural operational challenges.

  • Sales Pipeline Inefficiency: Absence of centralized tracking made lead and opportunity management difficult across teams.
  • Limited Insights: Lack of access to actionable data reduced service quality and personalization.
  • Evolving Internal Support: Their existing IT Service Management (ITSM) system had reached the end of vendor support, creating an opportunity to modernize internal operations.

To keep customers at the center of its approach, the client needed to move from viewing customers as individual accounts to understanding them as holistic relationships. Achieving this shift required a unified platform that could connect core banking data with daily client interactions.

Solution

Coastal partnered with the bank to guide this transformation by implementing Agentforce Financial Services Cloud (formerly Financial Services Cloud or FSC) as a centralized digital foundation. The objective was to create a single source of truth where every interaction, account role, and financial detail flowed into one complete client view.

The strategic solution included:

  • Customer 360 Enablement: Establishing foundational CRM capabilities to support Retail, Commercial, and Treasury Management teams with a consolidated view of client relationships.
  • Core System Integration: Automating the flow of account and relationship data through a robust nightly batch integration with Jack Henry.
  • Internal ITSM Alignment: Consolidating internal service management onto the Salesforce platform to streamline operations and improve internal support.

Clouds & Products

  • Financial Services Cloud
  • Einstein Activity Capture
  • Service Cloud

Results

Today, the bank operates with visibility that matches its strategic ambition. The results of this transformation are visible across the organization:

  • Unified Insights: Leaders and branch managers make decisions from a centralized, real-time view of customer data.
  • Growth Momentum: Teams convert more opportunities through simplified lead and referral tracking.
  • Operational Speed: Automated workflows and integrated case management reduce response times for client inquiries.
  • Reliable Support: A modern ITSM system streamlines internal event resolution and improves operational efficiency.
  • Personalized Engagement: Relationship managers assess a client’s entire financial profile at a glance, enabling more proactive and informed conversations.
  • Strategic Visibility: Executives gain clear insight into pipeline health and portfolio performance through real-time reporting and dashboards.

The most successful organizations do not use technology to replace their people. They use it to unlock their people’s expertise. For the client, this transition was not about correcting problems. It was about evolving proven strengths into a more agile, unified operating model. With a single shared view of their clients, their teams now focus on what they do best: building meaningful relationships that drive long-term growth.