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Customer service & experience

Keeping pace with expectations

Is your organisation sufficiently client focused?

Customers are now experiencing fantastically smooth personal onboarding with new market players and retail challenger banks – this is significantly increasing their expectations in terms of corporate onboarding.

Key questions

  • What do your customers expect from their onboarding experience?
  • What technology is available to enhance their experience?
  • How can you best balance the client experience with your risk-based approach?

Key objectives

Customer onboarding has become a key differentiator in retail banking and banks will need to respond to clients’ rising expectations around their onboarding experience. Key objectives include:

  • ‘One time’ Customer Onboarding – the ability to onboard the customer once at the start of the relationship and expand the scope of the relationship without re-onboarding
  • Only asking the customer to provide relevant additional information as the business relationship grows Leveraging public sources where possible for maintenance, with minimal client input and zero business disruption
Contact us to discuss how you can enhance the customer experience