Skip to main content

CASE STUDY

Community Bank Coalition — Shared Now Platform Across 24 Mid-Sized Banks

24 mid-sized US community banks formed a shared-services coalition on ServiceNow — half the cost of going it alone.

May 9, 2026 · 2 min read · By admin
At a glance
50% CHANGE
Industry
BFSI
Topics
CSM · ITSM · Servicenow
Published
May 2026
Headline outcome
50% Per-bank ServiceNow cost ~50% of…

Measured outcomes

What this programme actually delivered.

50%

Per-bank ServiceNow cost ~50% of stand-alone benchmark

24

BSA/AML alert workflow standardized across 24 banks

35%

Regulatory exam preparation cycle 35% faster

3

3 additional banks joined coalition in year 2

The challenge

24 mid-sized US community banks (each $2B-$15B in assets) couldn’t individually justify enterprise ServiceNow. But collectively they had ~9,000 employees and shared regulatory + operational pain. The coalition CIO wanted a shared instance pattern.

What we built

Shared multi-tenant ServiceNow instance via the coalition. Bank-by-bank data isolation enforced at platform layer. Shared workflow templates (BSA/AML alerts, regulatory exam intake, vendor risk). Per-bank customization via scoped applications. Coalition governance for shared roadmap.

Outcomes

More from Case Study

View all case studies →
+21 KEY METRIC
Case Study

Major Museum Network — Visitor Experience + Operations Platform

A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.

Read →
+34% CHANGE
Case Study

Major Zoo Operations — Animal-Care Workflow + Visitor Experience Platform

A major US zoo unified animal-care workflow with visitor experience on ServiceNow — niche but real.

Read →
5 KEY METRIC
Case Study

Major Symphony Orchestra — Patron Experience Platform

A major US symphony orchestra unified patron experience on Salesforce — subscription renewal +18%.

Read →

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call