The small business digital engagement model is rapidly expanding from one-dimensional self-service to a prism of value-added services. Ease of self-service has become table stakes, while responding to higher level needs such as better financial decisions and efficient operations is where the competitive game is on. United Community Bank (“United”), with its implementation of Autobooks, is excelling at the new game.

United recognized the threat of customer attrition due to rising digital expectations and growing fintech competition, in particular Square. It responded to these threats by seizing the opportunity to solve financial supply chain pain points and help its small business customers digitize faster and better. It also recognized that it could better support its businesses as they grow and thereby retain them.