CUSTOMER STORY
How Alterna Savings Modernized Its Digital Account Opening Experience
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Company Profile
Alterna Savings is one of Canada’s leading credit unions, providing banking, lending, and wealth management services to members across Ontario.
As digital banking adoption grew, Alterna relied on an integrated account-opening platform built on Salesforce Financial Services Cloud, nCino, and its core banking system. While the customer experience appeared seamless, critical backend processes increasingly depended on manual intervention, slowing operations and creating unnecessary risk.
Alterna needed a more reliable, automated account-opening process that could scale with its growing digital banking operations.
The Challenge
Although customers could complete applications online, the systems supporting the process were not fully connected.
Manual workarounds had become part of everyday operations, creating challenges such as:
- Fraud reviews managed manually through email
- Identity verification inconsistencies creating compliance risk
- Customer information failing to synchronize between systems
- Ineligible applications progressing too far before being identified
- Operational teams spending valuable time correcting data and re-entering information
Rather than a single issue, Alterna faced a collection of disconnected processes that reduced efficiency and increased operational complexity.
The organization needed to automate critical workflows while improving the reliability of its account-opening platform.
The Solution
AppSolve partnered with Alterna Savings to strengthen and modernize its digital account-opening process through a series of Salesforce and nCino enhancements.
Key deliverables included:
- Frontend validation to prevent incomplete or ineligible applications from entering the workflow
- Automated fraud review workflows inside Salesforce and nCino
- Improved identity verification logic to strengthen compliance
- Automated routing of specialized applications to the appropriate internal teams
- Data synchronization improvements between nCino and the core banking platform
- Compliance automation for customer consent management
- A long-term integration roadmap to improve API reliability and future scalability
Rather than replacing existing systems, AppSolve optimized the technology Alterna already relied on, reducing manual effort while improving operational resilience.
The Results
The improvements delivered measurable operational benefits across Alterna’s digital onboarding process:
- Fraud review returned to an automated, platform-based workflow
- Stronger identity verification reduced regulatory risk
- Fewer manual corrections and duplicate data entry
- Improved data consistency between Salesforce and the core banking platform
- Faster processing of new account applications
- Standardized testing and clearer operational governance
- A scalable roadmap for future integration improvements
By automating critical workflows and strengthening system integration, Alterna transformed account opening into a more reliable, efficient, and scalable operation.
Solutions Utilized
Salesforce Financial Services Cloud
Enhanced digital account-opening workflows tailored to financial services operations.
nCino Workflow Automation
Automated onboarding, fraud review, and application routing directly within the nCino platform.
Identity Verification Enhancements
Improved validation and verification logic to strengthen compliance and reduce operational risk.
Data Integration
Strengthened synchronization between Salesforce, nCino, and the core banking platform to improve data accuracy and eliminate manual reconciliation.
Compliance Automation
Automated customer consent management and business rule enforcement throughout the onboarding process.
Final Outcome
Alterna’s objective wasn’t simply to resolve isolated technical issues.
It was to create a digital account-opening experience that operated reliably from start to finish.
By automating fraud workflows, improving system integration, and strengthening data quality, AppSolve helped Alterna replace manual workarounds with connected, scalable processes. What once required ongoing intervention now operates more efficiently inside the platforms the organization already depends on, positioning Alterna to continue expanding its digital banking services with greater confidence.