A bank’s customer onboarding process is a critical function. It impacts customer experience, servicing, and relationships which, in turn, impact profits. Often considered a routine and even insignificant process, inefficient onboarding unfortunately leads to customer attrition and missed growth opportunities, including cross-selling. Many banks still have fragmented processes that prevent a seamless onboarding function. You can make onboarding the best possible experience for your customers by setting the stage for successful engagement.
Know Your Customers
To make onboarding the best possible experience for customers, reduce complexity by shortening the process. The best onboarding campaigns strive to:
- Increase efficiency and productivity through better data capture.
- Make a good first impression by offering a seamless onboarding experience, including timely follow-ups.
- Save time by minimizing paperwork through automation.
Document reliance and compliance regulations have traditionally made customer onboarding a slow and bureaucratic process. One of the most efficient ways to streamline the customer onboarding process is through automation. In fact, most customer onboarding problems can be better managed – or even eliminated – if you focus on automation, which helps ensure timely process completion and the availability of accurate data. Automation can provide template-based solutions that easily access information to ensure a hassle-free customer onboarding experience.
With technology, though, comes a generation of banking customers who value convenience over loyalty. That means your bank customer onboarding process must be quick and seamless if you want customers to continue to bank with you and remain loyal, dedicated customers.
Onboarding: Where Customer Relationships Are Made
We live in an age where instant gratification is the norm. When customers feel you’re acting in their best interests, they’re willing to invest more, borrow more, and buy more products and services from you. Customer advocacy – the perception that your bank is doing what’s best for them – has positive implications for sales and can set you apart in a competitive marketplace. To succeed, you must deliver personalized communications based on customers’ needs every step along the onboarding journey.