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Pioneer Bank

Inventing efficient solutions

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faster account opening process

Wipfli helped Pioneer Bank move past “how we’ve always done it” and create its own solutions to service and process problems.

The Challenge

At Pioneer Bank, the enrollment process for a standard personal checking account took more than 45 minutes — without discussing additional features or cross-selling opportunities. The bank needed to redesign its processes to increase efficiency and customer service.

The Solution

Wipfli convened a group of employees who had a hand in account opening, such as IT, compliance, account processing and personal banking. Over two days, they dove into current processes and tools, identified constraints and brainstormed possible solutions. The team identified 86 opportunities for improvement, which were shared with the bank’s executive team.

The background and knowledge of banking Wipfli brought to the table helped to develop a level of respect and trust with the team. Wipfli’s ability to listen and empathize let the team come to conclusions on its own, which was the true value of this event. Wipfli did a great job of keeping us on task yet still allowing us to leave our comfort zone.
Jeff Whitrock, President/CEO at Pioneer Bank

The results

Pioneer tested one of its 86 improvement ideas — and cut the new customer account opening experience almost in half. The time savings created a better service experience and gave personal bankers a chance to build customer relationships and cross-sell relevant products. Pioneer Bank employees were also empowered to work collaboratively to identify problems and create solutions. Now staff have a stronger sense of personal ownership in problem solving and helping the bank operate more efficiently.

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reduction in general ledger accounts
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reduction in general ledger departments

Services Engaged

Organizational performance consulting
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