A mid-size US commercial bank gave its small business borrowers a digital channel for the first time.
Loan performance dashboard, secure document exchange, insurance renewal upload, ACH and payments, and read-only banker impersonation for guided support. Live in 2026.
The bank had no digital way to serve its small business loan customers. Every question about a balance, a document, an insurance renewal or a payment went through a branch or a phone call.
Delivery of the customer portal and the banker tools behind it. For borrowers: secure login to a loan dashboard showing performance, transactions and documents; secure messaging routed to the right department for a specific loan; insurance management with upload of renewed policy documents; ACH requests and loan payments; downloads of documents and transaction history. For bankers: inviting users and assigning roles, and read-only impersonation so a banker sees exactly what the customer sees and can walk them through a task.
The bank's small business borrowers gained their first fully digital channel for a relationship previously served only by phone and branch. Insurance renewals moved from a days-long manual chase to a same-session document upload. Loan payments and ACH requests became self-service. Bankers gained a guided-support tool that lets them see exactly what the customer sees. The portal went live to customers in 2026. No usage figures are published for this engagement.
Regulated digital channels ship when the banker experience is designed alongside the customer one.
Client identity withheld under engagement terms.