Client Success Story

To fulfill its “people first” philosophy and realize its mission to deliver a great customer experience every time, Heritage Bank required a complete digital transformation. Starting with a maturity analysis, the bank began replacing all core systems with new digital capabilities, including internet, mobile banking and loan origination systems. In order to move from manual to automated processes, Heritage Bank’s systems needed to be streamlined with technology initiatives that included:

• Bimodal IT operating model
• Microservices and containers
• Customer engagement and payments platform
• Fintech strategy
• Document management

Gartner experts provided technology insight, best practice research, toolkits and strategic support to guide platform and application portfolio decisions. Bank staff attended Gartner conferences and brought back relevant knowledge to their teams. The Gartner for Technical Professional subscription helped with key operational decisions. Managing customer identity and streamlining security processes enabled the bank to make the right decisions and stay safe, yet flexible and agile, throughout the initiative.

Gartner expertise supported Heritage Bank’s development of an IT strategy aligned to the corporate strategy. The bank will continue investment in IT improvements to meet the demands of digital business growth. Future efforts include work on product origination for customers, identity management, workflow capabilities and fine-tuning branch systems — with the continued goal of creating one seamless platform for customers.