Overview For commercial banks, delivering outstanding customer service is critical to staying ahead of the competition. With a wide range of services and account types, this welknown New England bank faced challenges in creating the single, consistent customer view needed to serve their customers quicly and efficiently. As they moved from an account-based to a customer-based view, the bank’s legacy systems were unable to provide the consolidated customer profiles necessary to support the transition. Business challenge The bank had dozens of source systems housing customer data. These legacy systems (some over 20 years old) made it extremely difficult to create a consolidated customer view. When clients called into the bank’s call center to discuss their mortgage, credit card

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