Whether digitisation is seen as an opportunity or a risk is up to each company itself. However, it becomes a risk if you leave it to the competition to use it as an opportunity. The clever use of digitization and automation offers banks in particular the opportunity to offer their customers a much less complicated customer experience. By significantly streamlining processes that were previously stressful for both sides – for example customer onboarding. The basis for this is a set of qualified customer data. Where these come from and how a largely automated onboarding process can proceed is outlined below.
1. It seems simple: automatically completed web forms
Filling out a long web form is the first hurdle a prospective customer has to overcome on the way to becoming a new customer. Countless surveys have shown that the more long and complex the form, the higher the bounce rate. Reduce the effort for your customers to a minimum by filling out the form automatically. Customers only need to enter and confirm their company name. All other form fields are automatically filled with the corresponding data – the visible ones as well as any others in the background. Now, all that is required is a review by your customer and a final click to send. Within one minute he has everything done.
For this purpose, the data is obtained from the database of a service provider such as Implisense. An intelligent algorithm keeps the comprehensive profiles of all companies registered in the German Commercial Register up to date. With the help of the Implisense API, an interface to your web form, this data is automatically retrieved. A noticeable relief for your customers and an extremely comprehensive data set for your bank.
2. The result: a detailed company profile
By using the data retrieval function of Implisense you get a much more extensive set of data than you would be able to retrieve from a new customer using such a form – hundreds of data points for each company. You now have a comprehensive company profile, which forms the basis for further automation, without your customer having to become active again.
3. Fast and standardized: Automate your checks
The comprehensive data set enables you to automatically verify the legitimacy (KYC) of your new customer and to automate credit allocation processes. Thanks to the uniform structure of the data, standardised processes such as these can be mapped digitally very efficiently. Your employees save a lot of work and your customer receives a result quickly. Another piece of the puzzle in his satisfying customer experience already during onboarding.
4. Human intervention in cases of doubt: complete onboarding
For customers whose situation is clear, the system automatically decides whether the onboarding was successful or the customer’s request is rejected. If, on the other hand, an individual assessment is required, the algorithm passes the case on to an employee for a personal review. Automation does not necessarily mean dehumanization. Even cases that deviate from the standard are taken into account appropriately and do not automatically fall through the grid. The automatic processing of standard cases, however, makes daily business noticeably easier for you and your customer.
5. After onboarding: identifying potentials for cross- & upselling
Even after customer onboarding, the data record remains a valuable resource for you. The Implisense algorithm keeps the data up to date. In this way, your marketing and sales staff will recognize exciting opportunities for upselling and cross-selling. This process can also be automated: By Implisense automatically searching for similarities between this customer and groups of existing customers, you can find out whether a customer is likely to be interested in a particular offer. A powerful tool to use your sales resources more efficiently.
Take advantage of the opportunities that digitization offers for banks. By efficiently automating standardized processes, you gain time for your employees and create a satisfying experience for your customers – not only in onboarding.