Bringing 12 Banks Together at Cadence Bank

After acquiring 12 banks in three years, Cadence Bank faced growing complexity across systems, processes, and internal communications. The organization faced several challenges, including:

• Sales and client information remained disconnected, limiting teams’ ability to access a complete view of client relationships
• Call centers lacked CTI, increasing call handling times and creating significant limitations during peak seasons
• Legacy financial systems were difficult to integrate, creating barriers to sharing information across the banking environment
• Accounts lacked consistent serialization across the 12 acquired banks, adding complexity as systems were brought together
• Manual systems, management, and reporting processes consumed significant time and limited operational efficiency

Cadence Bank integrated Salesforce solutions across its banking environment to connect systems, automate key processes, and support more coordinated operations following rapid growth.

• Legacy System Integration: Connected Salesforce to 20+ systems, including IBM mainframes and Jack Henry, connecting sales with banking data
• CTI Integration: Connected telephony to Salesforce using adapters and Cisco to streamline call handling and automate activity capture
• Workflow & Approval Automation: Automated key sales workflows and approvals to reduce manual effort and support consistent execution
• Internal Collaboration: Implemented Salesforce Chatter and Files to improve company-wide communication, collaboration, and file sharing
• Real-Time Banking Integration: Connected core and digital banking systems in real time to improve information access and forecasting
• Flexible Call Center Operations: Enabled remote work for CSRs during peak seasons and gave teams greater staffing flexibility

Cadence Bank reduced the complexity created by rapid acquisitions, giving teams a more efficient way to manage sales, service, and client relationships.

• Sales Management: Centralized sales information gave teams one place to manage client relationships and opportunities
• Call Efficiency: Salesforce-based calling and automated activity logging simplified call handling for service teams
• Team Collaboration: Chatter and Files made it easier for employees to share information and collaborate company-wide
• Executive Visibility: Real-time reporting and pipeline insights gave leadership greater visibility into sales operations
• Peak-Season Flexibility: Integrated call systems enabled remote work and simplified CSR management during periods of high demand