Why do many financial institutes fail to create smooth onboarding processes?
After being involved in creating two customer onboarding processes at a major bank in Austria, I wondered why many financial institutes are struggling to create smooth onboarding processes without spending exorbitant amounts or sacrificing agility. In my experience, financial companies either bet on rigid standard software, which is hard to customize, or spend way too much money building custom software that is barely rocket science. In this blog post, I will discuss the possible reasons why modern customer onboarding processes have become difficult to perfect and suggest ways to optimize them for maximum efficiency. We’ll review how technical and organizational changes can help improve customer onboarding processes at minimal costs. You’ll gain insight into workflows and best practices regarding optimizing customer experience that not only save time but money too!
Understanding the challenges of the customer onboarding process
Creating an efficient and streamlined customer onboarding process is one of the biggest challenges every business faces. Bad onboarding processes can lead to a high churn rate of about 20%, preventing businesses from reaching their full potential. With this in mind, it’s necessary to make both technical and organizational changes without spending too much money or sacrificing agility. By aligning all tech tools, automating some processes, improving user interface design, and creating a clear understanding among team members on how the process should flow, businesses can improve customer onboarding processes easily. Taking these steps will provide numerous long-term benefits for customers, teams, and companies alike.
Exploring the potential risks to companies if they don’t modernize their customer onboarding processes
With fintechs gaining popularity for their modern design, high security, and user-friendliness in comparison to traditional banks, it’s essential for companies to pay attention to their customer onboarding processes. To remain competitive against fintechs, organizations must assess their systems and policies and ensure they are still relevant. Outdated policies can lead to slow and inefficient customer onboarding, leading customers to switch to fintech solutions. By understanding the current needs of users in the fintech landscape, companies can create modernized processes that will not only improve satisfaction but also agility and save costs by cutting down on manual labor required with outdated systems.
Identifying why many financial institutes struggle to deliver a smooth onboarding process
Many financial institutions struggle to deliver a smooth onboarding experience for their customers due to the limits of traditional and legacy systems, numerous regulations that can complicate the process, security concerns, and a lack of digitization. As these decisions are often made at the executive level using outdated processes, customer onboarding can be subject to unnecessary bureaucracy across many areas, such as new customer application assessment, user authentication validation, and compliance risk assessment. To improve this customer onboarding process without spending millions or losing agility, technical and organizational changes must be considered.
Investigating how technology can help streamline and simplify customer onboarding processes
Exploring how technology can simplify and streamline customer onboarding processes can be a challenging task. Finding the right balance between customized and standardized software is essential for achieving a short time to market, adapting to feedback, and maintaining reasonable costs. While it is possible to build and integrate onboarding processes on platforms like Salesforce, this approach can be costly due to expenses such as customization, implementation, and ongoing maintenance.
An alternative solution would be to invest in a cloud-based software delivery team within your organization. This will help reduce hardware and overhead costs, increase scalability, and accelerate time-to-market. It’s worth noting that building customized software doesn’t require you to do everything yourself. Allow your team to use the right tools for each task. For example, our team at & enjoys using workflow engines like flowable, Activiti, or Camuda, as well as integrating anti-money laundering (AML) and know-your-customer (KYC) tools that are readily available. With tailored software, there’s no need to reinvent the wheel. By using APIs and tools, you’ll reach your goal fast without losing flexibility.
Introducing several strategies for financial institutions to improve their customer onboarding processes without spending millions or losing agility
For financial institutions that want to improve their customer onboarding processes without spending millions, a great first step is to get all departments involved in service improvement initiatives. Complex customer onboarding problems can often be solved with simple and cost-effective solutions that get everyone on board. Additionally, investing in cloud-based technologies can allow financial institutions to leverage insights from real-time data while at the same time improving service quality and operational efficiency. Furthermore, implementing and using well-known tools and services can go a long way toward streamlining cumbersome registration processes. By taking advantage of the above tactics, financial institutions can get the most out of their resources without sacrificing agility or spending millions on costly overhead!
It’s time to build!
We at & are crafting, shipping, and running software. I hope this blog post provided some insight, though if you’ve any questions, please let me know. :)
