See how Commencement Bank halved audit times with Sogolytics

Key
Highlights

400+

Customers reached annually

50%

Faster completion
from 6 months to 3 months

100%

Compliance rate maintained while reducing effort

Overview

Founded in 2006, Commencement Bank serves three counties delivering personalized banking experience for their customers. With a strong focus on customer experience and trust built through personal connections, they needed a solution to modernize their audit-required annual survey process without sacrificing the personal touch that defines their brand.

Industry

Community Banking

Use Case

Customer Experience & Compliance

Region

Washington, US

We pride ourselves in being a community bank, and one of our main goals is to always make it easy for our customers to bank with us and make it easy for us to bank our customers.

Cathy Westby Senior Digital Services Support, Commencement Bank

The Challenge

Paper
based

mailing and manual tracking

6-Month Compliance Burden

Annual audit surveys for 400+ cash management customers took over six months to complete using paper-based mailing and manual tracking, creating significant administrative delays.

Feedback to Action Disconnect

With feedback collection taking over half a year, actionable customer insights arrived too late to inform annual strategic planning and organizational goal-setting for the next cycle.

Resource-Draining Manual Process

Individual distribution and follow-ups consumed excessive staff time that could have been spent building customer relationships, the core of their community banking model.

Contradiction to Core Values

The paper process made banking harder for customers, directly opposing their mission to make it easy for customers to bank with them.

The Solution

50%

Faster completion
from 6 months to 3 months

Streamlined Digital Survey Distribution

Commencement Bank implemented Sogolytics' AI-powered CX platform to replace their paper-based survey process. The platform's bulk distribution capability enabled simultaneous delivery to 400+ cash management customers, eliminating the need for individual manual outreach and dramatically reducing initial deployment time.

Intelligent Automated Follow-Ups

With Sogolytics' automated reminder system, the bank was able to schedule follow-up nudges every few weeks to non-respondents, reducing the manual tracking burden on staff. This automation complemented the bank's relationship-focused approach, allowing employees to focus their personal outreach on customers who needed additional support.

Scalable Multi-Purpose Platform

Beyond addressing the initial compliance requirement, Sogolytics' flexible CX platform enabled Commencement Bank to expand their feedback collection capabilities. The intuitive survey builder allowed the bank to design and deploy comprehensive customer experience surveys, transforming raw feedback into strategic insights that inform organization-wide goals and improvements.

The Result

400+

Customers
reached annually

Survey completion time reduced from 6+ months to under 3 months, with most responses collected between October and January.

Dramatic reduction in initial distribution time, sending to 400+ customers simultaneously instead of individually.

Enhanced customer feedback collection that directly shapes organizational goals and strategies.

Maintained 100% completion rate while significantly reducing time and resource requirements.

Integration with digital banking platforms to create multi-channel touchpoints that keep customers engaged.

Strengthened customer relationships by demonstrating responsiveness to feedback and continuous improvement commitment.

Why Sogolytics?

Community banks choose Sogolytics for its ability to modernize processes while preserving the personal relationships that define their success.

Efficiency

Transform time-consuming manual processes into streamlined digital workflows that respect both staff and customer time as well as deliver delightful experiences.

Relationship Focus

Deliver personalized experiences that preserve the personal touch synonymous with community banks, while gaining efficiency through smart automation.

Adaptability

Start with one critical use case and expand as results prove value. Whether it's compliance, feedback collection, or experience management.

Customer Trust

Demonstrate commitment to customer convenience and feedback with professional, easy-to-use survey platform.

Explore other case studies

Explore other case studies

Want to Achieve Results Like These?

Let our team show you how Sogolytics can drive similar success at your organization.

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COMMENCEMENT BANK + SOGOLYTICS

All in Credit Union

Prospera Financial

First Credit Union

All in Credit Union

Prospera Financial

First Credit Union

COMMENCEMENT BANK + SOGOLYTICS

All in Credit Union

Prospera Financial

First Credit Union

All in Credit Union

Prospera Financial

First Credit Union

Starter Package

Business Class

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