Efficiency, Accuracy & Control

Founded in 1903, Piedmont Federal Bank has been committed to its purpose of “Opening Doors” for its clients. The bank supports individuals and businesses achieve their financial goals. As a mutual bank, Piedmont Federal is owned by its depositors, not shareholders - allowing it to take a long-term approach to service and innovation. That philosophy has guided the bank through generations of change and continues to shape its technology strategy today.

To solve inefficiencies and reliability issues with another statement provider, Piedmont Federal sought a partner who shared its commitment to client care, operational excellence, and community values. The search led to HC3, a data-driven statement and communications partner, and a transformation that would redefine how the bank manages customer communications.

The Challenge: Reliability, Efficiency, and Client Experience

Samantha Hartzler, the bank’s Information Systems Manager and IT Project Specialist, has seen firsthand how the right technology relationships make a difference. For years, Piedmont Federal relied on another print vendor but encountered recurring issues - from missed statement runs to duplicate mailings that led to confusion and unnecessary costs.

Hartzler recalls, “We had one incident where statements never went out at all, and another where customers received duplicates. That’s not only a service issue - it’s an expense issue.”

These reliability gaps created frustration for both customers and staff. As the bank continued to grow and expand services beyond its mortgage roots into full-service banking, it needed a communications partner that could deliver accuracy, efficiency, and personal service.

Finding the Right Fit and Taking a Chance on Innovation

During the evaluation process, Hartzler and her team explored several vendors but were impressed by HC3’s responsiveness and culture of collaboration. Though Piedmont Federal would become the first bank on Fiserv’s DNA core to use HC3, the HC3 team provided the confidence and reassurance they needed to move forward.

Implementation wasn’t without hurdles, but the partnership strengthened through every interaction. Weekly calls and transparent feedback sessions ensured issues were quickly resolved. “They listened, took our feedback seriously, and made improvements based on it,” Hartzler says. “That kind of responsiveness is rare.”

Greater Control and Efficiency with the HC3 Connect Platform

One of the most impactful improvements came through HC3’s Connect platform, which gave Piedmont Federal new levels of control and visibility. Every statement and notice is now reviewed and approved by the bank before printing, eliminating surprises and ensuring accuracy.

“With our previous provider, we never had the opportunity to review anything before it went out,” says Hartzler. “Now we can see every statement and notice, approve it, and have peace of mind knowing exactly what’s being sent.”

The bank also leverages HC3’s mail-tracking tools to monitor deliveries, a feature that helps customer service teams respond more confidently when clients inquire about missing mail. “It’s great to be able to tell a customer, ‘It was printed this day, mailed that day, and is in transit,’” Hartzler explains. “That transparency makes a big difference.”

Piedmont Federal has also consolidated all print operations, including notices and tax forms, under HC3, retiring outdated in-house printing equipment and reducing manual labor. “We no longer have to fold, stuff, or deliver internal mail,” Hartzler says. “That’s a huge time saver for my team.”

A Unified Look, Improved Accuracy, and Marketing Flexibility

Beyond operational benefits, the partnership has elevated Piedmont Federal’s customer communications. Working closely with HC3’s design team, the bank developed a clean, consistent, and modernized statement design that aligns with its brand.

“Our statements are beautiful now,” Hartzler says. “We wanted them to look professional and cohesive, and HC3 helped us get there.”

Marketing teams have also benefited from HC3’s Campaign Manager, which makes it easy to update promotional graphics or messages across statement templates. “Our marketing department has had no issues. They can change out graphics for seasonal messages or product campaigns effortlessly,” Hartzler adds.

Supporting Strategic Growth and a Broader Mission

As Piedmont Federal continues to grow, the efficiencies gained from HC3 have allowed the bank to focus more on strategic initiatives, not administrative tasks. The bank’s operations are now streamlined, resilient, and scalable for future growth.

“Piedmont Federal has been around for over a century,” Hartzler says. “Our mission is to open doors for our customers and communities, and partners like HC3 help us do that better.”

HC3’s reliability, responsiveness, and willingness to innovate alongside the bank have created lasting value. “It’s refreshing to work with a partner that’s not too big to care,” Hartzler says. “They’ve given us the confidence and flexibility we need as we continue to modernize our operations.”