BANK OF SYDNEY
“ That prevented them from getting out and speaking to our customers enough.”
These operational improvements come at a crucial time as customer demographics continue evolving. Wealth is transitioning to younger generations who expect digital-first banking experiences, while many customers maintain relationships with multiple banks, creating competitive pressure for service improvements.
The bank’ s response balances innovation with its traditional strengths.“ Our goal is not to be bleeding edge, but to try to make sure that we can be relationship-led, really focus on our key strengths around deposits, business banking, and customer relationships, but uplift the experience with greater efficiency,” Geoff explains.
Creating seamless integration The transformation’ s success depends heavily on how well different systems work together, making integration a critical component of the overall strategy. A key element involves implementing Salesforce as the primary customer relationship management
“ We can move to a continuous improvement model which gives us the best chance of growth”
GEOFF WENBORN, COO, BANK OF SYDNEY platform, which will support the bank’ s relationship-focused approach whilst enabling more sophisticated customer analytics.
The technical backbone of this integration relies on MuleSoft, which enables different applications to communicate seamlessly and is creating the automation that eliminates traditional silos. This capability addresses one of the bank’ s fundamental challenges: ensuring information flows smoothly between systems.
“ We’ re leveraging integration through MuleSoft to provide fantastic integration capability,” Geoff explains,“ making sure that we can integrate all our business processes end-to-end in a very seamless manner.”
The unified approach represents a dramatic departure from previous operations, where different systems had served specific functions but created barriers when processes spanned multiple platforms. Now, the integrated architecture ensures consistent customer experiences regardless of interaction channel.
Complementing these operational systems, the bank is also implementing Snowflake as its data warehouse platform. This upgrade represents a significant shift in analytics capabilities that will support better decision-making across the organisation.
“ We’ re uplifting our data warehouse environment with Snowflake, and that’ s proving to be a significant shift in terms of how we’ re able to analyse and consume information creating a platform for AI and real time reporting,” Geoff reveals.
90 October 2025