Streamlining Onboarding: How We Automated Client Intake for a Financial Services Giant

Challenges

The client's existing onboarding process faced several issues:

• Manual tasks: Each onboarding step was manual, consuming significant time per client.
• Data errors: Inaccurate forms and lack of integration led to errors and rework.
• Limited visibility: The lack of a defined workflow hampered tracking and progress visibility.
• Poor user experience: The outdated interface provided a clunky experience for clients.

These challenges resulted in delays, inefficiencies, and potential client dissatisfaction.

Solution

We implemented a comprehensive automation solution built on Salesforce:

• Automated workflow: The entire onboarding journey was automated, from plan setup to document generation.
• Real-time integration: Seamless integration with external systems like VPP and SetIt ensured accurate data exchange.
• Streamlined data capture: A new data model captured all necessary information for accurate product recommendations and form selection.
• User-friendly interface: A modern, responsive UI, compatible with web, mobile, and all Salesforce versions, provided a smooth experience.
• Robust security: Secure data management with role-based access ensured data integrity.

The Impact

• Reduced FTE time: Onboarding automation saved up to 65% of FTE time per client.
• Improved accuracy: Automated product recommendations and form selection ensured data accuracy up to 90%.
• Enhanced efficiency: Task tracking and progress monitoring streamlined workflow, saving 25% of processing time.
• Transparent experience: A clear, guided flow facilitated easy tracking for both clients and internal teams.
• Mobile accessibility: The responsive UI provided convenient access on all devices