Time-consuming and error-prone
Bank CIC used to employ different systems for client onboarding: Depending on the type of customer, a different application was required. In some cases, employees had to enter information in different places and create the associated documents manually. The subsequent checks and approvals within the bank were carried out on paper: A time-consuming process. In addition, the outdated applications no longer met Bank CIC’s digital standards. It was time to renew the systems and thus optimize the time-consuming and sometimes error-prone tasks in customer advisory, compliance and back office.
Success through teamwork
To ensure that the old process was not transferred to the new system, it was first thoroughly analyzed. In doing so, mesoneer and CIC relied on teamwork: The process verification was carried out together with employees from customer advisory service and back office, so they could contribute their experiences with the previous software and their requirements for the new solution. In this way, it was possible to identify all important pain points, eliminate unnecessary steps and parallelize tasks wherever possible. At the same time, all necessary interfaces to surrounding systems were planned. Thanks to this intensive collaboration with the same people who will ultimately use the application and the project management, the new process was accepted right from the start. Especially in the customer advisory service, everyone was looking forward to the improvement of the client onboarding. Also during the development phase, mesoneer was always in contact with Bank CIC. The responsible project team was closely involved in the process and could check, test and challenge the progress themselves every two weeks.
When the new system finally went live, the enthusiasm was great. The customer service staff in particular could hardly wait to use the new client onboarding. No wonder, after all, the new system drastically simplifies their daily work: on the one hand, they now only have to enter all data once, and on the other hand, all important documents are generated and archived automatically. In this way onboarding has become much more efficient and is no longer disrupted by media breaks.
This makes work fun
Already over the first three months, many dossiers have been opened with the new client onboarding. Everyone got used to the new system very quickly and is now enjoying the ongoing improvements it brings and will bring. At the same time, there have been very few support requests – a good sign, as this usually means that an application is easy to understand and use. As a result, the old systems were easily replaced and scaled back. All in all, the introduction of the new tool was a complete success, bringing the desired benefits to everyone involved. This makes client onboarding fun again!
- Clear rules define the process flow and guide through onboarding
- Approvals can be requested in parallel, are transparent for approving bodies and can be viewed at any time
- Substantial workload reduction in the back office thanks to integrated interfaces