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Financial Services
Creation of a DIY onboarding portal for corporate clients for a fast-growing private bank
14 Apr 2023
Context
  • A fast-growing private sector bank in India wanted to deliver a superior digital experience by creating a DIY onboarding portal for wholesale banking customers to streamline their mandate creation process
Our approach
  • Conducted an end-to-end analysis of the manual onboarding journey and identified pain points and improvement areas to make it more efficient
  • Created a custom-built DIY onboarding portal journey for wholesale banking clients to enable end-to-end digital process across products and transaction channels
  • Detailed front-to-back ‘To-be’ information and process flow design and designed wireframes of the entire journeys
  • Identified a suitable vendor for the development of the portal    analyzing factors like cost, time to market, reliability and vendor capabilities
  • Created and monitored a detailed implementation roadmap to ensure timely execution and product launch
  • Educated internal and external users about the usage and benefits of the portal  via trainings, product demo and self-serve manuals
Praxis value delivered
  • Improved customer experience
  • Created a DIY onboarding platform that streamlined the client onboarding process achieving a >60% TAT reduction
  • Lower service and operational cost
  • Improved operating efficiency by eliminating manual onboarding processes, decreased hand-offs, and reduced service costs through chatbot and push-based notifications on the portal
  • Improved business engagement
  • Personalized interactions and holistic client engagement over the portal increased the cross-sell opportunity
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