This term appears more and more often in our projects: ‘digital onboarding’. Many banks, insurance and leasing companies want to digitize the customer registration process so as to facilitate the beginning of the relationship between the company and the customer.
However, few understand what digital onboarding really means. Let’s see 2 things from which you can start the journey!
Online Onboarding is not enough
It may seem strange that when we think about digital onboarding we ask ourselves questions about the equivalent processes of
at the counter. We know, however, that half-measure digitization often complicates matters even more. Therefore, in order to implement a successful digital onboarding solution, it must digitize both the registrations made by customers through the portals on the site and those made at the counter. Otherwise, we find that we have half customers with digital data and the other half with physical documents, each with its own processes and needs.
Simple tip : Digital onboarding means completely digitalizing the customer’s registration process, both when doing it alone through the portal and when doing it at the counter. Only in this way can the project reach its potential.
Online Onboarding means more solutions
An online onboarding platform must fulfill a set of different functions, each superlative. Therefore, most platforms of this type are actually composed of several different solutions. Here are some examples:
- Form : The user must complete a form with the necessary information and documents. This form must be a proactive one, which changes depending on the type of client and his needs. We believe that the best solution is a chatbot , which is essentially an interactive form, but in practice a very friendly means of to ask the client for the necessary data.
- Authentication: The identity of the new customer must be verified. For this, video identification solutions can be used that use the two cameras of the phone to compare in real time the picture on the bulletin / passport with the person holding it and trying to authenticate. One such solution is the one offered by Electronic IDentification .
- Electronic signature: Once all the steps are completed, the new customer must sign the documents. To do this remotely, you need to use a certified electronic signature system like the one at CertSign . For more information about the digital signing process you can access this link .
- Central system: Ok, we have the customer data, it is authenticated and signed the documents. The last step is managing, interpreting, organizing and storing this data. All of this must be done by a central ECM (enterprise content management) (OnBase) system. It gives meaning to the whole system by linking the components together and ensures simplicity, transparency and efficiency. You can read more about OnBase at this link .
Simple tip: When starting a digital onboarding project, look carefully at the solutions used in the final system. The quality of the system depends both on the quality of each individual component and on the synergy between them mediated by the central system.
If you want to learn more about digital onboarding, feel free to contact us !