Avidia Bank unifies banking operations on Creatio

Avidia Bank completed an enterprise-wide rollout of Creatio in six months, connecting customer-facing and operational teams on one platform. The bank says the move set up faster workflows, broader adoption and a new push into AI-powered banking tools.

Why it matters: - Avidia Bank now runs core banking operations on one system, which reduces silos between customer-facing teams and back-office functions. - The rollout gives bank leaders real-time visibility into sales pipelines and operational performance. - Avidia Bank is using the platform as a base for AI tools that can save employee time and speed up customer conversations.

What happened: - Avidia Bank completed an enterprise-wide transformation on Creatio, making the platform its system of record for banking operations. - The Hudson, Massachusetts-based community bank has about $3 billion in assets and 240 employees. - The implementation finished in six months with support from Technology Advisors. - The rollout covered enterprise CRM, marketing, customer service, commercial banking and internal business operations. - The bank reached 86% employee adoption within six months.

The details: - Avidia Bank replaced a legacy system that had become a barrier to broader adoption across the organization. - The team ran three structured rounds of user acceptance testing before expanding usage bankwide. - Testing validated the user experience, data integrations and legacy CRM migration. - Creatio now supports commercial banking, customer service, HR, marketing, contact center operations and customer portals. - The platform gives leadership real-time visibility into sales pipelines and operational performance. - Avidia Bank plans to build intelligent agents for Business Development Officers. - The planned AI agent will pull customer balances, deposits, active opportunities and recent interactions into a single view. - The bank also plans to extend AI-powered capabilities into additional service workflows.

Between the lines: - The bank’s rapid adoption suggests the replacement was designed around employee workflows, not just technology consolidation. - Moving nearly every business line onto one platform creates cleaner data and simpler operations, which can make future AI use cases easier to deploy. - The planned agentic AI tools point to a shift from basic automation toward decision support for frontline employees.

What's next: - Avidia Bank will continue expanding AI-powered capabilities across service workflows. - The bank’s next phase centers on using intelligent agents to prepare employees for customer conversations. - Corrinne Olson, VP Enterprise Applications at Avidia Bank, said the bank sees agentic AI as a way to give people more time to build relationships.