Converting to the NuPoint® core system cemented a partnership of modernization, quality service, and future-ready technology for Bank of Luxemburg.
Bank of Luxemburg is a long-established banking partner that businesses and consumers in northeastern Wisconsin depend on. With a 120-year history of serving the area and an asset size of $716 million, the bank has built a reputation as a reliable provider of relationship-based banking and a dedicated supporter of its community.
Finding a Savvy, Long-Term Core Partner
After 13 years with its previous core provider, Bank of Luxemburg recognized that continued investment in the platform had slowed. Rather than wait for a formal wind-down announcement or eventual forced migration, leadership took a proactive approach to selecting a modern core with a strong long-term roadmap. Bank of Luxemburg executives had their sights set on a strategic move to a new core that was thriving and had a roadmap for the long haul.
The bank’s staff approached the conversion with understandable concern. Onboarding with their current core had been a difficult process, and bank leaders were wary of repeating the same experience. Long nights, weekend work, and a rocky implementation still plagued dozens of veteran team members. Having a seamless conversion to the new core was the ultimate goal, and it felt like a lofty one.
Alongside a positive core conversion experience, the bank’s executive team had a list of must-haves for their new core solution. Among the priorities were modernization, a reputation for exceptional service, operational efficiency, and a focus on innovation. Digital banking capabilities, specifically, were also high on the list.
Above all, though, Bank of Luxemburg was searching for a long-term partnership—one with a core provider that prioritized future needs over maintenance of a legacy tool. For a community bank with a long history and deep roots in its community, there was no room for compromise in functionality or user experience. Its new core provider needed to deliver a nimble, forward-thinking product with an established foundation of success that they could count on for years to come.
A Modern, Open-Architecture Core Shines
Bank of Luxemburg reached out to peers for advice, noting positive and negative reviews to help narrow down the list of core vendors. “We received positive feedback from current CSI customers, especially regarding customer service and responsiveness,” DeAnna Tittel, Bank of Luxemburg’s COO, shared.
CSI’s NuPoint core, which features an open banking marketplace filled with dozens of already-integrated third-party solutions, fit the bill well as a candidate. NuPoint’s API-friendly framework can accommodate custom integrations and has a sandbox where core customers can test out new possibilities safely.
“CSI demonstrated a clear commitment to ongoing development and modernization of their solutions,” Tittel said. NuPoint’s open architecture meant that Bank of Luxemburg’s potential for growth would be nearly limitless, if chosen as the bank’s new core.
Bank of Luxemburg was committed to doing as much due diligence as possible before making a decision. The bank’s leadership team hired a core consulting company to partner with and further vet the final four candidates. “We focused solely on product selection first and then turned to customer service reports to find our top two selections before letting price be a factor,” said Tittel. “CSI was strongest on both product and service.”
One other critical component of Bank of Luxemburg’s decision was the core provider’s attunement to community institutions’ needs. “We felt confident that CSI understood and catered to the needs of smaller community financial institutions and could still support our strategic goals,” Tittel shared.
Being Prepared for Core Conversion Pays Off
Once the decision was made to move forward with CSI’s NuPoint core, the bank hired a technology consulting firm to partner with both CSI’s team and its internal project manager to collaborate on the conversion process. Bank of Luxemburg’s leaders were impressed with CSI’s steady engagement, noting that they were with the bank every step of the way and responsive to questions.
Training for Bank of Luxemburg’s 115 employees on the new core was checked off the list early. “CSI has a robust training library and test bank allowing for a significant amount of employee practice on systems,” Tittel said. “We were ready to go two weeks before conversion.” The team also noted that CSI’s experts understood both the technical and operational sides of banking, making it easy to communicate and resolve any issues.
Despite a blizzard with several feet of snowfall on the weekend of the core conversion, CSI’s team still arrived on site, ready for the transition. Poor driving conditions resulted in branch closings, which led to a high volume of digital banking users as the new core was brought online. CSI and Bank of Luxemburg persevered and finished the core conversion. “It was seamless,” Tittel said of the transition to NuPoint. “CSI has everything down like clockwork.” Bank of Luxemburg also noted that there were no service interruptions or customer concerns reported during the implementation of CSI’s core.
Smooth User Experience for Customers and Back-Office Staff
Bank of Luxemburg leaders expressed enthusiasm about further enhancements to NuPoint and other CSI solutions to offer its customers. “Continuing to enhance the customer experience through digital banking and cash management solutions is our first priority.”
The time savings NuPoint’s automations provide reduces manual processes for staff, allowing them to reallocate time to other projects that benefit customers and coworkers.
Bank of Luxemburg’s experience with CSI’s team, in particular, has been the most rewarding. “Customer service has made the largest impact,” Tittel said. “The conversion team were very helpful and ready to talk through concerns to ensure conversion items were well understood and we were maintaining what our intentions were. The relationship managers and support teams have also assisted us quickly with small matters that have arisen to ensure impact of any kind is minimal.”