Leading private bank built wholesale portal, cutting onboarding TAT by 60%+
14 Apr 2023
2 min read
A fast-growing private sector bank in India wanted to deliver a superior digital experience by creating a DIY onboarding portal for wholesale banking customers to streamline their mandate creation process
Context
- A fast-growing private sector bank in India wanted to deliver a superior digital experience by creating a DIY onboarding portal for wholesale banking customers to streamline their mandate creation process
Our
approach
- Conducted an end-to-end analysis of the manual onboarding journey and identified pain points and improvement areas to make it more efficient
- Created a custom-built DIY onboarding portal journey for wholesale banking clients to enable end-to-end digital process across products and transaction channels
- Detailed front-to-back ‘To-be’ information and process flow design and designed wireframes of the entire journeys
- Identified a suitable vendor for the development of the portal analyzing factors like cost, time to market, reliability and vendor capabilities
- Created and monitored a detailed implementation roadmap to ensure timely execution and product launch
- Educated internal and external users about the usage and benefits of the portal via trainings, product demo and self-serve manuals
Praxis
value delivered
- Improved customer experience
- Created a DIY onboarding platform that streamlined the client onboarding process achieving a >60% TAT reduction
- Lower service and operational cost
- Improved operating efficiency by eliminating manual onboarding processes, decreased hand-offs, and reduced service costs through chatbot and push-based notifications on the portal
- Improved business engagement
- Personalized interactions and holistic client engagement over the portal increased the cross-sell opportunity
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