Appian Digitizing Customer on-boarding

Coforge’s award winning Customer On-boarding Framework leverages Appian’s Enterprise Application Platform to streamline, accelerate and enhance your customer’s digital on-boarding experience. The framework utilizes the power of the Appian workflow engine to ensure smooth configurable workflow and rules that enable business users to navigate through the on-boarding journey with ease.

CUSTOMER ON-BOARDING

Organizations still rely on outdated, complex, inflexible processes and technologies to on-board and manage customers. Customer on-boarding requires constant collaboration and frequent modification of processes to provide a better service and to stay ahead of obligations related to Know Your Customer (KYC), Anti-Money Laundering (AML), and other contractual regulations. The on-boarding process often spans across multiple departments and can lead to communication challenges and errors if processes are manual.

BUSINESS CHALLENGES

  • Currently less than 30% of organizations provide an end to-end digital customer onboarding experience
  • It costs five times as much to acquire a new customer than to retain an existing customer
  • Paper based work allocation (TIF receipt, allocation, verification)
  • Different sets of Q & A (TIF receipt, distribution, document verification, review & entries, break reports) based on products / services for which a customer has to be onboarded
  • Lack of a single system to link clients, onboarding and documents together
  • Lack of an automated workflow solution to process approvals
  • New regulations related to KYC and other risk management areas add to the complexities and changes to requirements
  • Fully configurable “Chatbot” to provide 24/7 support

SOLUTION OVERVIEW

COB streamlines and automates award winning customer on-boarding solution, COB, streamlines and automates business processes through collaboration with multiple participants across the enterprise. The solution provides:

  • The ability to configure:
    • Products and Services offered by the organization (e.g. Asset Services, M&A, Finance restructuring) across multiple lines of businesses (LOBs)
    • Generic characteristics that define a customer (e.g. solo customer, joint account holder, risk rating and country of residence)
  • Mandatory/non-mandatory requirements a customer has to satisfy based on products and services (e.g. KYC requirements, contractual and verification)
  • Document types that a customer is required to provide for each of the requirements
  • Approval processes around requirement types
  • Automatically determining the important characteristics of customer at the time of registration
  • Engaging voice and text based conversational interface

CUSTOMER ON-BOARDING FRAMEWORK

  • Generates personalized requirements that have to be satisfied
  • Adds or amends specific requirements for customer onboarding
  • Integrates with interfaces to carry out various checks to validate customer’s authenticity
  • Monitors SLAs, generates multiple reports and maintains audit trails

COB FRAMEWORK BUSINESS BENEFITS

  • No coding required to add new products, service offerings or requirements
  • A new service offering can be configured and made available to the business in a matter of days instead of weeks. This significantly reduces the IT expenses corresponding to deployment and release management
  • Automatic tracking and reporting of overdue tasks and SLAs, improving the overall onboarding process by 60%
  • Ability to consistently and correctly generate tasks based on products and services therefore reducing discrepancies by at least 30%
  • Any changes to the framework can be seamlessly rolled out on tablets, phones and other mobility platforms without the need for platform specific coding
  • Improves overall visibility of the on-boarding processes within the organization and increases operating efficiency by at least 20%

TRANSFORMING CUSTOMER ON-BOARDING FOR VOYA INVESTMENT MANAGEMENT

The Business Challenge

  • No centralized mechanism for on-boarding new customers 7 separate departments used 20 different systems and over 170 different tasks
  • Over 500 emails per customer, employees had to go through large amount of data, making it time consuming to track activities, departmental owners and tasks
  • A unique set of requirements based on a combination of asset classes, strategy & share class by which a customer has to be on-boarded
  • Inability to scale - coding, development and testing required to roll-out new strategies/ service offerings to the customer
  • Lack of collaboration leading to missed deadlines and non-compliance, with no system driven SLAs

COB Solution

  • Automated on-boarding process for all existing combinations of vehicle types/ asset classes and strategies
  • Created the ability to add new asset classes and strategies, by configuration rather than coding, reducing the software development time by 50%
  • Created system driven SLAs, approvals, tasks and data collection sections which have improved transparency and operational efficiency by 20%
  • Ensured tasks are triggered automatically based on customer data, improving operational and regulatory compliance by over 80%
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