across the bank
to enterprise go-live
connected via API
Avidia Bank is a community bank headquartered in Hudson, Massachusetts, with approximately $3 billion in assets. Replacing the bank's legacy CRM became the catalyst for a broader transformation, creating a single platform that supports teams across the organization. From commercial lenders on the road to customer service, HR, and marketing, employees now work in Creatio every day. Today, the platform is used by 86% of the bank's workforce.
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Key Deliverables
Unified Global CRM
Created a single workspace for commercial banking, customer service, marketing, HR, and other teams, giving employees a shared view of customer relationships, interactions, and operational activities across the bank.
Banking Process Automation
Digitized high-impact banking workflows to eliminate manual handoffs and improve service delivery. Key automations include commercial lending requests, fee waiver approvals, employee onboarding, and customer service case management.
API Integrations
Connected Creatio with the bank's core business systems, including the commercial lending platform, core banking system, and other enterprise applications, enabling real-time data exchange and eliminating duplicate data entry.
Enterprise Workflow Management
Standardized case management across departments with automated routing, parent-child cases, service-level agreements (SLAs), and complete visibility into work from initiation through resolution.
Business-Led No-Code Innovation
Empowered business analysts to continuously identify manual, spreadsheet-based processes and transform them into automated workflows without relying on extensive development resources.
A Six-Month Sprint to Go-Live
Avidia's implementation followed an ambitious six-month timeline, with deliberate checkpoints built into every stage of the project. The rollout was delivered in partnership with Technology Advisors, a Creatio implementation partner. The team conducted three rounds of user acceptance testing, each focused on a different aspect of the implementation:
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.
86% Employee Adoption
Across the Bank
Replacing the legacy system at Avidia Bank was an opportunity to rethink how technology supported the entire organization. The vision was to create a platform that employees across every business line (from commercial lending and customer service to marketing and HR) would actually use every day. Today, 86% of the bank's employees work in Creatio.
Before implementation, Avidia met with its commercial lending team to understand why the previous CRM had never become part of their daily routine. The feedback was clear: too many clicks, cluttered screens, and a system that got in the way of spending time with customers.
Those conversations shaped the implementation. Using Creatio's no-code capabilities, the bank designed a streamlined experience tailored to the way relationship managers actually worked, eliminating unnecessary complexity while making it easier to capture customer information and manage opportunities. As adoption grew within the commercial team, leadership gained real-time visibility into the pipeline and established Creatio as the bank's single source of truth.
Creatio's capabilities make it easy to continuously improve our workflows, so we can deliver changes faster while making the system easier for employees to use. That momentum has driven adoption to the point where leadership now says, 'If it's not in Creatio, it didn't happen.
For many organizations, implementation marks the end of a CRM project. At Avidia, it became the foundation for continuous improvement. Today, the platform is supported by one full-time Creatio administrator and two business analysts who work directly with teams across the bank. Rather than simply maintaining the system, they regularly sit down with business users, identify processes that can be redesigned and automated.
Automation That Gets People Back on the Road
The bank's commitment to continuous improvement quickly translated into operational gains. By combining Creatio's no-code platform with API integrations, Avidia streamlined high-impact processes, reducing manual work and enabling employees to complete everyday tasks from a single workspace.
REAL EXAMPLES:
Business Development Officers enter customer and business information a single time, directly in Creatio. Updating an opportunity's status then automatically sends that information to the bank's commercial lending system, triggering underwriting — eliminating duplicate data entry and letting BDOs get back on the road instead of working across multiple systems.
Through an API integration with the bank's core banking system, customer service representatives can process fee refund requests directly within Creatio while automated business rules handle approvals behind the scenes. Instead of routing requests to another department and following up later, employees can resolve eligible requests before the customer leaves the branch.
Ending the Email Chain: HR Onboarding Reimagined
8 Emails → 1 Automated Workflow
Automation wasn't limited to customer-facing systems. Another significant win came from an entirely different part of the bank: HR. Before Creatio, onboarding or transferring an employee at Avidia meant HR sending a single email to seven or eight different departments, then chasing each one individually to confirm the work was done.
Today, the bank runs the entire process in Creatio.
Before
Today with Creatio
AI Agents That Empower
Relationship Managers
After automating workflows across the bank, Avidia is now focused on helping employees make faster, better-informed decisions with AI.
One of the first initiatives is an AI agent for Business Development Officers. Instead of opening multiple records to review deposits, account balances, opportunities, and previous interactions before every customer meeting, the AI agent will automatically gather the most relevant information into a single view. By reducing preparation time to just a few seconds, relationship managers can spend less time navigating systems and more time building relationships.
Our BDOs need to very quickly see information about a prospect or customer — last deposit, balances, opportunities in flight, last call made. We're creating an AI agent to go grab that information and display it on one page so they can quickly review it, close the phone, and get in and start talking to the person.
About Technology Advisors
Technology Advisors is a leading IT services firm specializing in CRM and workflow automation solutions for the banking and financial services industry. With deep expertise in financial technology integrations, Technology Advisors helps organizations optimize operations and enhance customer service through innovative solutions.
