First Federal Savings Bank gains customer insight and streamlines marketing automation with Abrigoʼs 360 View

The challenge: Disconnected data limits capabilities and engagement

Before implementing 360 View, First Federal operated with a limited CRM system and minimal data imports, providing visibility into only about 10% of their customer relationships. The bank's previous solution was primarily utilized by the retail department, creating significant data silos between departments. Commercial banking products were entirely absent from the system, making it impossible for staff to identify cross-selling opportunities for business customers.

The bank's marketing team struggled with basic automation capabilities limited to birthday emails and customer service surveys. Staff relied heavily on manual tracking in spreadsheets, which was time-consuming and error-prone. Without a centralized system, tracking prospect communications and customer interactions became increasingly challenging as the institution grew.

The solution: Unified customer intelligence and marketing

After careful evaluation and a recommendation from Fiserv, First Federal Savings Bank chose 360 View, now part of Abrigo, for its comprehensive capabilities and seamless integration with the bankʼs core system. The bank implemented a full scale CRM solution with integrated marketing automation features. 360 View's marketing
mentorship program provided support to accelerate adoption and campaign development.

Key outcomes included:

• 32,000+ emails processed through onboarding journeys in three months.
• 75 new deposit accounts directly attributed to cross-sell efforts.
• 24% average monthly increase in new account openings compared with the previous year.
• Four onboarding and cross-sell campaigns launched during the four-month mentorship period.
• Bank-wide customer relationship visibility to support more informed interactions across departments.