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How vendor relationships affect banking technology success

Mary Ellen Biery
April 11, 2025
Read Time: 0 min

Why the vendor matters in technology adoption  

Technology can deliver long-term value when a vendor and its employees bring not only technical expertise but also implementation guidance, regulatory awareness, and a collaborative approach to problem-solving.  

Key topics covered in this post: 

Benefits of a vendor partner in software purchases

Banking technology matters. But the people behind the technology often shape the outcomes just as much.

A strong, open relationship between the bank or credit union and its software vendor's employees can make all the difference in ensuring the institution maximizes its technology investment. But what does a "strong relationship" look like, and how does it affect the bank or credit union? 

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Unique needs & challenges

Each financial institution is unique, and adopting new technology requires thoughtful integration with—or changes to—existing operations. Evolving regulatory expectations, customer needs, and institutional goals make ongoing vendor support essential.

Here’s where it’s important to know how different vendors stack up when it comes to their relationships with financial institution clients. Technology can deliver long-term value when a vendor brings not only technical expertise but also implementation guidance, regulatory awareness, and a collaborative approach to problem-solving.  

Feedback from community financial institutions highlights how a vendor’s team can influence adoption success across the organization. Common themes include:

  • A combination of relevant tools, expert guidance, and open feedback loops enables more efficient workflows.
  • Institutions value consistent, personalized attention from implementation through ongoing use.

After go-live: Setting up institutions for success

Technology implementation doesn’t end once an institution reaches the go-live date. Financial institutions often refine their workflows or respond to emerging needs as they grow. Without the right support, even the most robust software can fall short of expectations.  

One example: a $400 million-plus bank serving customers and businesses in western Ohio and through its specialty lines of business nationwide began a project to optimize its use of Abrigo’s Sageworks lending and credit solutions.

Osgood Bank Credit Supervisor Erin Groff described working with Sara Poffenbarger, Abrigo’s Manager of Implementation Consulting:

“She has been knowledgeable and patient, offered several suggestions to make our experience better, and has shared with us many best practices. Personally, I am thankful that we have been able to go through this process with her and appreciate all her time and efforts to assist us in customizing Sageworks for our users.”

Others note that cross-functional support—from sales to customer success to advisors—builds trust and confidence after implementation.

Helping software users in an ever-changing environment

Fast, knowledgeable support is essential, especially when regulations change or questions arise. A well-trained, responsive support team can make all the difference.

“Just like our customers invest in relationships with the people they serve, we invest in relationships with our customers,” said Abrigo CEO Jay Blandford. “Those relationships are how we help institutions adapt, grow, and stay ahead.”

Abrigo users frequently cite the expertise and consistent quality of the team—even through staff transitions.

“The people at Abrigo are like no other,” said Bessie Hawkins, an Internal Auditor at Envista Credit Union in Kansas. “When they move up in this organization, the next person that comes along is just as great…. I always feel confident in getting an answer from this amazing team of individuals.”

Another part of customer support is continuing education. Financial institutions benefit when a vendor prioritizes knowledge-sharing—whether it’s about regulations and industry changes or updates to the software.  

“Not only does Abrigo provide helpful AML software, but they also provide us with ongoing trainings, both virtual and in-person, on pertinent topics for the industry,” said Kimberly Coombs, a BSA/anti-money laundering staff member with NBT Bank, an $11 billion New York financial institution.

Advisory and product support that builds trust

Technology alone can’t drive success. Financial institutions deserve partners who combine strategic insight with innovative solutions. Bank of the Pacific SVP Wayne Kepfer noted the strength of his relationship with Abrigo’s advisory team as a key differentiator.

“[Abrigo VP Neekis Hammond] and his team provide great service,” Kepfer said. “We enjoy working with him and his team, which was a major reason we went with Abrigo versus a competitor.”

Risk Analytics Manager Claudia Palmer Martinez of Bradesco Bank had a similar experience.

“Besides the fact that the Abrigo software has facilitated the allowance and stress testing process, Abrigo Advisory has proven to be invaluable,” she said. “Not only have they helped me in the design of the modules and training, but they have been my sounding board and have helped me answer auditors/regulators questions and challenges. They are my allies.”

As technology and needs evolve, financial institutions benefit from a partner who listens and iterates.

Abrigo’s customer Community, an interactive forum and events section accessible from products, hosts more than 85,000 online participants each month. Users offer input on product enhancements and can track whether and when their ideas are implemented.

“We use a lot of various products at our institution, [but] the personalized attention we receive from Abrigo is unmatched,” said Leigh Lindsey, Credit Systems Analyst with First Commonwealth Bank, an $11 billion Pennsylvania bank. “We have had several suggestions and enhancement requests implemented already and several in the works. In my experience, no vendor is as apt to implement customer suggestions as Abrigo.”

Successful software deployment goes beyond the technology's features and functionality. It’s about reliable support, expert advice, and relationships that help institutions navigate challenges and opportunities. Abrigo ensures customers receive the guidance they need to get the most out of their investment.

Prioritize relationships when choosing technology

Financial institutions evaluating technology vendors should consider not only the software itself but also the level of partnership a provider offers. When institutions have a true partner—one that listens, responds quickly, and works alongside them to solve problems—they’re more likely to see meaningful ROI and empowered teams.

The real measure of success with financial technology isn’t just automation or efficiency—it’s the long-term impact on operations, risk management, and relationships. Choosing a partner who understands that can make all the difference.

Find out how Abrigo helps optimize lending with small business loan origination software.

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About the Author

Mary Ellen Biery

Senior Strategist & Content Manager
Mary Ellen Biery is Senior Strategist & Content Manager at Abrigo, where she works with advisors and other experts to develop whitepapers, original research, and other resources that help financial institutions drive growth and manage risk. A former equities reporter for Dow Jones Newswires whose work has been published in

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About Abrigo

Abrigo enables U.S. financial institutions to support their communities through technology that fights financial crime, grows loans and deposits, and optimizes risk. Abrigo's platform centralizes the institution's data, creates a digital user experience, ensures compliance, and delivers efficiency for scale and profitable growth.

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