Creatio, an AI-native CRM and workflow automation platform, has announced that Avidia Bank has completed an enterprise-wide digital transformation, adopting Creatio as its central system of record for banking operations. The move reflects a broader pattern among community and regional banks, which face growing pressure to modernize legacy infrastructure to compete with larger institutions and digital-first challengers.

Headquartered in Hudson, Massachusetts, Avidia Bank is a community financial institution with approximately $3 billion in assets and 240 employees. The bank initiated the project to replace a legacy system that had hindered organization-wide adoption, aiming to consolidate nearly all business lines into a single unified platform — a challenge common among mid-sized financial institutions that have accumulated disparate tools across departments over time.

The implementation was completed in six months with the support of implementation partner Technology Advisors. The deployment encompassed enterprise CRM, marketing, customer service, commercial banking, and internal business operations. To ensure a smooth rollout, the project team carried out three structured rounds of user acceptance testing, validating user experience, data integrations, and legacy CRM migration prior to expanding adoption across the bank.

"The legacy replacement was very aggressive — we went live in just six months, but we made sure we did it step by step to make sure we had all those pieces in the puzzle," said Corrinne Olson, VP of Enterprise Applications at Avidia Bank.

Since going live, Avidia has expanded Creatio's footprint across the institution, connecting core business functions, streamlining workflows, and delivering a more unified experience for both employees and customers. Employee adoption reached 86% within six months as staff embraced workflows tailored to their daily responsibilities.

Currently, Creatio supports commercial banking, customer service, human resources, marketing, contact center operations, and customer portals. The platform also provides bank leadership with real-time visibility into sales pipelines and operational performance metrics.

Avidia Bank is now deepening its investment in artificial intelligence by developing intelligent agents designed to assist Business Development Officers in preparing for client conversations. The AI agent will automatically consolidate customer balances, deposits, active opportunities, and recent interactions into a single dashboard view, enabling relationship managers to dedicate less time to information retrieval and more time to client engagement. The bank also intends to extend AI-powered capabilities to additional service workflows. This places Avidia among a growing set of financial institutions exploring agentic AI — autonomous or semi-autonomous AI systems that execute specific operational tasks — as the technology matures for enterprise use.

"This is exactly where agentic AI delivers its greatest value — not replacing the relationship, but giving people the time back to build it. When a Business Development Officer walks into a conversation already knowing where things stand with that customer, it changes the conversation itself. That's the shift we're focused on with every customer moving into this next phase of AI adoption," Olson added.

Source: GlobalFinTechSeries