Case Study

How Embark Solutions™ Helped Unlock New Revenue Streams For a Community Bank Client

Client
Community Bank
Timeframe
Ongoing engagement
Client's ask
The client wanted to transition from their existing agent program for commercial and small business cards. They also needed assistance in selecting a new agent program for their consumer card program.
Primary Challenges
  • Existing agent program was underperforming, with a reactionary sales approach.
  • Poor client experience, leading to dissatisfaction and lost opportunities.
  • Lack of a competitive commercial card offering with necessary functionality.
Secondary Challenges
  • Limited competitiveness in their product suite compared to regional and large banks.
  • Difficulty in maintaining banking relationships due to gaps in commercial and small business offerings.
Engagement

Embark Solutions™

  • Launch Toolkit & Support: Developed a structured approach for the transition and built out internal operations to support the new program.
  • Customized Small Business & Commercial Card Self-Issuing Program: Built a modern, tailored program to enhance client experience.
  • Strategy Development: Created a roadmap for long-term success and growth.
  • Ongoing Program Management & Optimization: Continued refinement of the program for maximum profitability and engagement.
Unique Roadblocks
  1. Community banks often don’t segment business clients as strictly as large banks, which impacts how products are structured and assigned.
    Our Solution: Clearly defining product guidelines ensured clients were placed in the right product for their needs while maximizing interchange revenue for the bank.
  2. As part of the launch planning, the credit and commercial sales teams received training on the new product structures.
    Our Solution: We reevaluated and transitioned existing clients into the appropriate products, with tailored outreach to highlight program enhancements and benefits.
Outcomes
  • Tailored Solutions: We customized our program to align with the bank’s target client base.
  • Competitive & Comprehensive Offering: Positioned the bank to compete more effectively with regional, large banks, and fintechs.
  • Enhanced User Experience: Delivered a modern, digital experience.
  • Increased Profitability: Created opportunities for a profitable program by boosting non-interest fee income.
  • Stronger Client Relationships: Improved product alignment resulted in greater customer satisfaction and retention.
Conclusion

By transitioning from an underperforming agent program to a self-issuing commercial and small business card program, our community bank client gained a competitive edge in the market. Through strategic planning, tailored product design, and ongoing optimization, the bank now offers a comprehensive and modern card solution that enhances client experience, drives profitability, and strengthens banking relationships.

This case study highlights how community financial institutions can leverage Embark Soluitions™ to unlock new revenue streams, improve customer retention, and position themselves competitively against larger regional and national banks. With the right expertise and approach, community banks can transform their commercial card offerings into a powerful tool for growth and long-term success.

Like what you see? Launch your profitable commercial card program with Scale.

Let's Talk