Case study

Narmi delivers state of the art mobile & online banking platform

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Radius Bank, a $1.4bn digital-only bank based in Boston, MA, wanted to streamline their customers’ digital experience while also improving the power and capabilities of their digital platforms. To ensure the highest level of quality improvements, customer care and cutting-edge integrations be delivered on an aggressive timeline, Radius chose Narmi, a FinTech company that offers better digital banking solutions for financial institutions.

"Narmi has been paramount to helping Berkshire re-imagine what we can accomplish. Narmi’s digital-first and innovative account opening experience has…”

Sean Gray

Acting CEO

Narmi makes Radius Bank a better bank.

Here’s how.

Challenge

The Radius Call Center suffered from inefficiencies due to multiple administrator portals (internal CRM, antiquated digital banking system, third-party live chat), resulting in longer call and wait times for customers

Solution

Leverage Narmi’s API to move all support messages into one centralized CRM system (Oracle) already being utilized by Radius
By streamlining many administrative functions, average call times are reduced, and the Radius Call Center can operate with optimal efficiency

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Challenge

Gain an edge over competitors in order to keep existing customers and win potential ones

Solution

Offer customers a differentiated and value-add platform by delivering a FinTech-focused digital banking experience that:

Encourages feature use across multiple Radius products and services by employing Cards, a customizable component of Narmi’s unique interface that enables Radius to deliver highly diversified content to its customers
Launches in-app Billshark integration so customers can save money on their monthly bills
Launches in-app Lemonade integration so customers can purchase certified and reliable property insurance in 90 seconds or less, directly from the Radius banking suite

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Challenge

The Radius Call Center suffered from inefficiencies due to multiple administrator portals (internal CRM, antiquated digital banking system, third-party live chat), resulting in longer call and wait times for customers

Solution

Leverage Narmi’s API to move all support messages into one centralized CRM system (Oracle) already being utilized by Radius
By streamlining many administrative functions, average call times are reduced, and the Radius Call Center can operate with optimal efficiency

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Challenge

Mitigate high-risk activity and increase fraud prevention efforts

Solution

Leverage transactional data on customers via Narmi’s API to more effectively risk score high-risk transactions such as external money movement
Data can be used to risk score other actions such as wires, change of address, and remote deposit capture

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20%

Increase in NPS

137%

Increase in app
store rating

50%

Reduction in back office costs

63%

Response time
improvement