Improving the Customer On-boarding Experience for Corporate Segment

The client is one of the world’s largest banking and financial services organisations. With more than 39 million customers through four global businesses: Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets, and Global Private Banking. The client’s network covers 66 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.

Banking – Corporate

Improve efficiency and cycle time of customer on-boarding while maintaining high standards of controls and adhering to policies and complying with regulations

Using the Open Orbit platform, users were able to complete analysis of their back- office operations. This was completed in 2 working days instead of the usual 6-8 weeks. They were better equipped to present the project storyboard to the stakeholders and manage project deliverables effectively. Some of the improvements included: reducing manual documentation and duplication that were leading to increasing overall cycle time.

The client is committed to growing their business while ensuring high quality of service. The teams responsible for on-boarding were working under a capacity constraint.

There was a need to improve efficiency and reduce the turnaround time for customer onboarding. This process was very complex with numerous internal and external dependencies. It was important to improve the on-boarding experience for customers.

Re-Engineering projects of this nature typically take so long that measurable gains are often outweighed by effort and cost.

Analysing processes of this kind usually take 6-8 weeks to study documents, conduct meetings to understand each stakeholder’s view and brainstorm potential changes. Finding the problem and agreeing on a solution can take months.

A detailed deep-dive was conducted with the subject matter experts (SMEs) and the happy-path of hand offs was identified. These sessions were short and crisp as the users were guided by the Open Orbit diagnostic algorithm.

Using Open Orbit’s ‘symptom-cause-remedy’ guidance, the team was able to clearly map out the inefficiencies associated with the onboarding process. Some of the findings were: input repetition, a legacy requirement of physical documents, manual work allocation and manual verification of information. All of these were leading to duplication and over documentation, in turn leading to increase in overall cycle time.

Using the Open Orbit framework, the user was able to illustrate the tangible benefits associated with implementing change

Open Orbit enabled the team to manage the implementation of solutions. Actions like policy changes, process improvements or system implementations were recorded and tracked through the Solution Action checklist feature of the tool. This ensured that the project stakeholders had clear visibility to actions being taken.

The team was able to effectively present the case to the management and garner support to carry out the changes.