Kitsap Bank has been an FIS client since 1995, building a long-standing banking technology partnership centered on the FIS® IBS core banking solution. The bank is an active and engaged partner, participating in the Western User Group and the User Planning Committee Group for IBS. This deep involvement reflects the bank’s philosophy on vendor relationships: to get the most value out of a partnership, you must actively invest in it.

“As with any relationship, you have to put into it what you want to get out of it,” explains Jackie McVay, SVP and CIO at Kitsap Bank. “You have to do the same thing with the relationship of a vendor, or else you may not have the results that you want.”

The Challenge

For any financial institution, navigating technology and support channels can be complex. Kitsap Bank needed more than just a technology provider: It sought a true partner that would offer responsive, collaborative support, especially for client-facing issues.

A key challenge was ensuring that when new programs were rolled out, or when complex support tickets arose, its employees would have a clear and effective path to resolution without being left stranded in front of a customer.

The bank wanted to avoid the feeling of being "just a number" and instead build a relationship where its voice was heard and its success was a shared goal.

The Solution

Kitsap Bank has cultivated a uniquely collaborative partnership with FIS that extends beyond a typical client-vendor dynamic. This relationship is anchored by a dedicated Client Success Manager (CSM) and regular, transparent communication. The bank’s team meets monthly with its CSM to openly discuss ongoing issues, plan for future-state releases and address any potential customer impacts.

This partnership was put to the test during a pilot of the IBS Teller solution. FIS provided excellent, dedicated support staff who were readily available to assist Kitsap Bank’s employees. This hands-on approach ensured that any issues encountered during the pilot were resolved quickly, preventing disruptions to customer service. “It's our single point of contact, who we reach out to,” says Jackie.

The Results

The deep-rooted partnership provides Kitsap Bank with a level of support and access that it doesn't experience with other vendors. The bank has dedicated contacts who can help navigate internal mechanisms to find a solution, making the relationship feel more like family than a formal business arrangement.