Enterprise content management (ECM) comes down to how internal commercial banking processes manage the myriad documentation collated between an FI and its clients during routine banking procedures. FIs are at various stages of digitization and other modernization efforts. As they face new expectations regarding customer experience and onboarding, ECM has presented an enterprise-scale challenge that, when done correctly, can alleviate and improve existing operational and client pain points centered around improving customer experiences, expediting account opening and onboarding, and making the best use of existing data for fraud prevention, to name just a few examples.

This report provides an overview of two broad areas of ECM within commercial banking: one inside specific banking divisions, such as commercial lending, and the other, how ECM can function across banking divisions, enabling data-sharing for improved customer experiences and other processes. It is based on recent survey data of over 1,037 midsize and large organizations from Q3 2023, a survey of 1,006 U.S.-based SMBs from Q1 2023, and extensive market research, including conversations with FIs and vendors.

Clients of Datos Insights’ Commercial Banking & Payments service can download this report.