The Client: Community Bank Delaware
“When a bank is talking about a conversion, they usually get overwhelmed, but we
would go through that process with DCI again in a heartbeat,” Staci Niblett, COO at
CBD, shared. “DCI made it so easy and so worth it. Everyone was so organized and
helpful.”
For Community Bank Delaware (CBD), the conversion experience with DCI was exactly
what banks hope for and rarely find.
Community Bank Delaware was founded on a mission of customer, shareholder,
employee and community loyalty. Their dedication to community means philanthropic
support of local organizations and quality services and care for their customers. Now
with four branches throughout Sussex County, Delaware, the bank continues to expand
and influence financial literacy in the region.
Referred to DCI by another client who converted to iCore360, the Community Bank
Delaware team was looking for a provider and core system that offers hands-on service,
enhanced reporting capacity, and the latest in digital banking technology. They were
also looking for a provider that truly understood banking operations, would remain
engaged after the contract was signed, and could support a growing institution long-
term.
The Challenges
Underwhelming experiences with former core providers left CBD wanting more.
Leadership described the reporting functionality of their previous core as virtually
nonexistent, making it difficult to answer board questions, support audits, or efficiently
manage month-end reporting processes. As an institution dedicated to offering
community partners the latest in services and support, the team wanted a core platform
with sharper analytical tools and an intuitive user interface.
As much as an improved core system itself, the CBD team wanted to work with a
provider that offered a smooth and painless implementation process. Gaps in support
during a conversion with another provider made this apparent.
“They wouldn’t come onsite, and they didn’t have the experience that DCI has,” Staci
noted. “They didn’t give our staff the resources they needed to learn the system.”
When pursuing a new core, CBD wanted a provider who would offer full access to their
data, outstanding reporting tools, and truly comprehensive support. At DCI,
transparency and client empowerment are the bread and butter of the operation.
What Analytic and Reporting Tools Does DCI Offer?
CBD converted to DCI in November 2023, a year before their previous contract expired.
The value of moving early was clear from day one, starting with DCI’s data transparency
tools that turned complex figures into clear reports.
Before moving to iCore360, Staci says they struggled with limited access to meaningful
reporting data. As many market leaders in core technology opt to keep bank data
behind paywalls and access tiers, CBD wanted to find a provider that gave them 100%
data transparency and made numbers accessible, actionable, and easy for staff to use
in real time.
“I can pull up iCore360 analytics and let the numbers speak for themselves any time the
board has a question,” said Staci. “The core’s reporting tools store so much data that I
feel like I can write a report on anything. I use them every day.”
The bank now relies on a wide selection of thorough reports every month to support
decision-making and improve efficiency. DCI’s reporting tools help turn data into insight,
helping staff spend more energy on supporting CBD’s customer base and less energy
chasing down numbers.
How Does DCI Approach Service and Support?
DCI understands how consequential the conversion process is, which is exactly why the
team makes things personal.
“DCI met with every single employee,” Staci said. “The staff loved that because they
received one-on-one training.”
Transitioning to a new system can be overwhelming, but DCI offers training tools that
meet employees exactly where they are. In addition to personalized onboarding, the
bank highlighted the value of DCI’s tutorials, preparation resources, and onsite
guidance.
“They were here during go-live to answer any questions that came up, and having that
kind of hands-on support that week made all the difference,” said Staci. “To this day,
their customer service staff actually responds, and it’s so refreshing.”
The result was a confident transition with strong employee adoption from day one. Now,
approaching three years as DCI partners, CBD feels as supported as they did during
conversion week thanks to an ongoing relationship with their DCI account
representative.
“Our relationship manager meets with us on site to give us input, and she’s not just
trying to sell us something – she actually knows how to use the system. We’ve never
had that before,” said Staci.
Perhaps most importantly, the support relationship didn’t disappear once the conversion
was complete. After the bank’s first two years on the platform, DCI returned for an
operational review and refresher session designed to make sure CBD was getting the
most out of the system.
“The [DCI] team came back and refreshed us on what the system can do,” Staci said.
“They introduced us to new features and did a temperature check to make sure we were
happy with the core. They weren’t upselling us; it felt like they genuinely wanted us to
succeed.”
The Results
Since converting to iCore360, CBD has seen former pain points turn into some of their
favorite core features. With intuitive analytics tools, the bank now produces board
reports, audit documentation, and month-end reporting with greater speed and
confidence. New capabilities like teller capture and in-house debit card printing have
modernized daily operations, while personalized training and responsive support have
empowered bank staff and helped boost institutional growth.
DCI's relationship-first approach delivers value well after the ink has dried. From
demystifying the daunting conversion process to a sustained partnership, DCI is
invested in the success of community banks. For CBD, the conversion wasn't the end of
the relationship, it was the beginning of one. Now three years in, the commitment
remains.
-2.png)
