Part of Narmi’s founding mission wasn’t just to build a better product, it was truly to reset expectations of what it is like to work with digital banking technology companies in the industry. Narmi One was an important step in codifying our one platform approach for digital banking, account opening, payments, fraud and APIs, but our vision for Narmi extends beyond the product offering.
Our partnership model is built on three core pillars: Service, Integration, and Innovation. The model encapsulates who we are, and what we do to ensure that our customers truly feel they have an extension of their team at the helm of their digital platform.
1. Service: Your Partner, Not Just Your Platform
In an age of mega-banks with seemingly unlimited budgets and nimble fintechs, deploying a top-tier digital platform alone is simply not enough. The most powerful technology is only as good as our customer’s ability to use it to its full potential, and that’s why our approach to service is fundamentally different from the industry standard.
Speaking from our experience running our own financial institution, dealing with a banking technology provider has often meant prolonged implementations, costly SOWs for little work, timelines that don’t align with institution goals, and a general lack of commitment to service.
At Narmi, our goal is to be your trusted advisor and an extension of your team. This commitment is evident in how we structure our support:
- Implementations: Our teams are specialized, with project managers becoming experts in specific core systems, ensuring that when you go through an implementation or need to discuss a new product, you’re speaking with someone who truly understands the underlying technology. Our Implementation team has earned a 9.8/10 CSAT score from our new customers this year, and for our existing customers, we are committed to no waiting lists for new implementations or expansions.
- Customer Success: We intentionally cap the ratio of accounts per Customer Success Manager (CSM) to ensure they have the bandwidth to dig deep into your overall organizational strategy. Our CSMs are partnered with you for the long term, with multiple Narmi team members dedicated to your success to ensure you never feel the friction of turnover.
- Technical Support: The industry average for responding to a ticket can feel like an eternity. We hold ourselves to an exceptional standard: 15 minutes from the time a ticket is opened to the first response with a potential resolution. We view our support team as part of yours, with product expertise and a deep understanding of your goals, transforming a typically black-box function into a rapid, transparent, and collaborative process.
- Forward Deployed Engineering: FDE is one of our biggest strategic investments in where Narmi is going as a company. Our dedicated team works consultatively with you to tailor our platform to your financial institution’s specific needs quickly, affordably, and reliably. 85% of customers have partnered with the Narmi FDE team, and over three-quarters of those customers invest in additional projects after that first engagement.
Putting real resources behind our “Service” model is what we think will help our customers win. When you enter a relationship that will define your digital strategy for years to come, you need to know that your partner will be with you every step of the way. Narmi is committed to that long-term partnership, not just the technology.
2. Integration: The Power of One Platform
A financial institution’s tech stack can often resemble a collection of disparate, poorly connected systems. We’ve seen typical FI tech stacks that require employees to log into 12 to 15 different systems just to service an end-user request. This fractured experience is inefficient, expensive, and directly impacts the quality of service you can provide.
We’ve made the conscious and difficult decision to build Narmi as a comprehensive platform from the ground up, avoiding the common industry trap of acquiring disparate systems and attempting to bolt them together.
This single-platform approach (Narmi One) translates directly into a better experience for both your staff and your customers. A few examples include:
- Unified Experience: Keeping your customers and members within one consistent experience simplifies their banking experience and prevents the hiccups they associate with poor service. Every core Narmi component – from digital banking and account opening to lending, fraud prevention, and specialized products – is built from the same codebase, which makes experiences like seamless account opening within the digital banking interface possible.
- Personalized Onboarding: Narmi’s Onboarding Guides feature allows financial institutions to build primacy from Day 1 of the user experience, offering new customers/members gamified prompts like “Set up two-factor authentication,” “Go paperless,” or “Link external accounts.” The results speak for themselves: 94% of new users completed at least one prompt, with the average user completing two prompts.
- Integrated Instant Payments: With Narmi Now (our instant payments solution rooted in the FedNow Service) highly integrated into our Narmi Banking experience, your financial institution can offer instant payments as one of a multitude of payment offerings at the point-of-decision. Payment records are then surfaced in our Narmi Command admin platform for a one-stop-shop to oversee this activity.
- Central Command for Fraud: The level of native integration we have, particularly with solutions like Narmi Guard for fraud prevention, allows us to embed security and risk controls into the very fabric of the platform. Staff can then manage approvals and oversee potentially fraudulent activity within our centralized Narmi Command platform – something that is simply unattainable when relying on dozens of third-party vendors whose systems barely talk to each other.
When you commit to a long-term technology partner, you deserve a rock-solid foundation. Our deep, native integration is our pledge that you won't be left dealing with fractured, third-party solutions that erode efficiency over time. This approach to building a single, cohesive platform ensures the trust you place in us today will translate into true value tomorrow.
3. Innovation: Playing Offense vs. Defense
At Narmi, innovation is an investment that delivers year after year. We’ve committed to this by consistently publishing our key release notes at new.narmi.com, which contains nearly five years of updates to the Narmi Platform. It’s our continued commitment to playing offense vs. just playing defense:
- Defense - Solving foundational banking technology gaps, or waiting to see what a mega-bank (Chase, Wells Fargo, etc.) or a fintech (Robinhood, Chime, etc.) comes out with, and then copying them
- Offense - Bringing unique and differentiated functionality to financial institutions; taking ownership of building a best-in-class product, as opposed to waiting to see what it out there
Innovation shows up across the entire Narmi platform:
- Pioneering Artificial Intelligence: We are leaders in adopting AI, whether it's building:
- The MCP server that made Grasshopper Bank the first U.S. bank to deploy an MCP server for financial insights.
- AI-Powered Secure Messaging provides your staff drafts and tailoring of messages, saving significant time and enhancing customer service.
- Digital Marketing Promotions act as a virtual digital marketing assistant to help financial institutions offer relevant promotions to their users.
- Custom Audiences through powerful data analysis allows staff to create and iterate on highly refined user segments for targeting and more.
- Investing in FedNow: Narmi is among the first in the industry to complete testing and certification for the FedNow Service, reflecting an investment into a technology that we feel is going to change how we see instant payments in the U.S.
- Unique Partnership Innovation: We find partners that share our vision for a better banking experience. This includes offerings that seamlessly plug into our extensible platform to offer industry-leading digital rewards; open finance capabilities for integrating with ERPs, and cutting-edge account takeover defense solutions.
Our entire product vision is directed toward solving the specific problems faced by community financial institutions. Our goal is to ensure your institution has the adaptable technology it needs not just to keep pace, but to out-innovate your larger national counterparts.
A Clear North Star
Our partnership model creates a powerful flywheel: The integration of our purpose-built platform enables new levels of innovation, and this powerful combination is amplified by our commitment to service.
For every financial institution looking to thrive in the modern banking landscape, this model is our commitment to you. We look forward to working with many of you for years to come.
