Coforge partnered with a leading U.S.-based retail bank to modernize its customer onboarding process and deliver a seamless, digital-first experience.
The legacy onboarding system was time-consuming, inflexible, and unable to support personalized customer journeys across digital channels. Coforge redesigned the onboarding experience into a structured, step-by-step digital process integrated across web, mobile, and marketing platforms.
By leveraging Salesforce Data Cloud, the bank established a unified customer profile, enabling personalized engagement, improved conversion rates, and enhanced operational efficiency.
Transformation Timeline
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The Challenge
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Legacy onboarding system leading to slow processing and high manual effort
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Limited scalability and flexibility to support evolving business needs
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Lack of personalized customer engagement across digital touchpoints
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High drop-off rates due to incomplete onboarding journeys
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Disconnected systems across website, mobile, and marketing platforms
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Need to ensure data privacy and security for sensitive customer information
Our Approach
End-to-End Digitized Onboarding
Redesigned onboarding into a structured, step-by-step digital journey for seamless customer data capture and processing.
Omnichannel Integration
Integrated mobile applications, website, and marketing platforms to enable consistent data flow and unified customer interactions.
Customer Data Unification
Leveraged Salesforce Data Cloud to aggregate, standardize, and unify customer data into a single profile.
Personalized Customer Experience
Enabled dynamic personalization across unauthenticated and authenticated journeys to improve engagement and conversion.
Re-Engagement Capabilities
Implemented mechanisms to re-engage users who abandon onboarding journeys, improving completion rates.
Partner / Technology Ecosystem
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Salesforce Data Cloud
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Mobile and web application platforms
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Marketing automation tools
Impact to Date
60% Faster
75%
35%
65%
Business Impact
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Accelerated customer acquisition through faster and seamless onboarding
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Improved customer experience with personalized and intuitive journeys
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Reduced operational costs through automation and reusable frameworks
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Enhanced data accuracy and consistency across systems
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Increased conversion rates by reducing drop-offs and enabling re-engagement
- Established a scalable digital onboarding foundation for future growth
Coforge transformed the client’s onboarding experience from a fragmented, manual process into a seamless, digital-first journey that drives speed, accuracy, and personalization. By unifying customer data through Salesforce Data Cloud and enabling end-to-end digital workflows, the bank improved conversion rates, reduced operational effort, and enhanced customer experience.
With a scalable and secure onboarding framework in place, the client is now well positioned to accelerate customer acquisition, deliver consistent digital experiences, and support long-term growth.