Farmers Bank & Trust selects Digital Onboarding to drive deeper engagement & stronger customer relationships

Farmers Bank & Trust, a community bank committed to building strong, long‑lasting relationships through exceptional service, selected the Digital Onboarding engagement platform to strengthen customer relationships, accelerate deposit growth, and replace manual onboarding processes with a more connected, automated experience across the customer lifecycle.

A strategic shift toward lifecycle engagement

The bank began evaluating new solutions after determining that its previous tech stack no longer delivered the depth of engagement or long‑term value needed to support customer retention. Rather than replacing one point solution with another, Farmers Bank & Trust prioritized a comprehensive platform designed to support onboarding, activation, and ongoing engagement.

“One of our core focuses this year is building and strengthening customer relationships,” said Megan Eller, Chief Experience Officer at Farmers Bank & Trust. “That requires consistent, relevant engagement beyond account opening. Digital Onboarding gives us the ability to automate important touchpoints, streamline follow‑ups, and guide customers through the actions that truly help them get the most value from their relationship with us.”

Prior to implementing Digital Onboarding, the bank’s communications relied heavily on branch staff, manual reminders, and paper‑based processes, creating possibilities for inconsistencies and gaps in the customer journey. By transitioning to a centralized digital engagement platform, Farmers Bank & Trust aims to offer efficiency while delivering digital services and personalized guidance to customers, orchestrated across key channels including in-branch.

Digital Onboarding enables financial institutions to activate customer data from core systems, and industry leading audience and segmentation providers, to drive timely, relevant next‑best actions. For Farmers Bank & Trust customers, this includes simple, self‑service enrollment for key services such as direct deposit, automatic payments, eStatements, digital banking access, and mobile app adoption, all designed to reduce friction and increase long‑term engagement. 

“As institutions look to move beyond disconnected tools, the focus is shifting from clicks and opens to real outcomes like service adoption and engaged relationships,” said Nate Shahan, Chief Product Officer at Digital Onboarding. “Farmers Bank & Trust chose our platform because it supports the full customer lifecycle, from onboarding to ongoing engagement, while giving teams the data and reporting needed to measure what actually drives growth.”

Using customer data to strengthen relationships

The bank is particularly excited about the ability to deliver more relevant communication by leveraging customer data to better understand behavior and life stages. This approach allows the institution to move away from generic messaging and toward personalized engagement that reflects each customer’s needs over time.

By consolidating onboarding, engagement, and activation into a single platform, Farmers Bank & Trust plans to create a more consistent customer experience across digital and in‑branch channels.