Implementing a Digital Onboarding Platform for Credit Cards

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The Customer

A leading commercial bank faced the challenge of low customer adoption of credit cards due to the time-consuming and cumbersome manual onboarding process. To tackle this challenge, the bank decided to implement a digital onboarding platform for credit cards.

The Challenge

The bank faced several challenges during the implementation of the digital onboarding platform. 

Strategic Delivery Partner

One of the biggest challenges was that the bank had an inefficient and manual process for onboarding customers and issuing credit cards, which was causing delays in acquiring new customers, and ultimately affecting the bank's business growth.

Hybrid Operating Model

Another challenge was to convince people who were familiar with their daily work routines to adopt automation.

Modern Methodologies

Some employees were skeptical of the proposed new way of working.

Our Solution

We collaborated with the bank as their technology partner to develop a digital onboarding platform that streamlined the credit card onboarding process. The platform offered a seamless customer journey with just four simple steps, including inputting name and mobile phone number, personal information, processing eKYC, and accepting terms and conditions.

The platform was designed to deliver a virtual credit card with a fixed limit to buy items on eCommerce websites. The back-end process ran all the necessary checks via a rules engine within 15-30 minutes. If the customer successfully passed the configured rules for issuing a physical card and getting the full credit limit, they received an SMS and email announcing that the bank had successfully issued the card, which would be delivered to their address in less than three days.

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We Always Put Our Customers First!

Our Strategic Delivery Partner acts as a trusted and seamless extension of our team to enable us to sustainably scale as we fulfill our customers’ needs.

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The RESULT

The digital onboarding platform led to significant improvements in the bank's credit card onboarding process. The credit card department's workload was reduced by 60% thanks to automation, and the number of customers successfully onboarded increased by approximately more than 300%. The platform created a premise for digitalization within the bank, and the marketing team was able to approach digital marketing with ease by sending out the credit card onboarding link to customers.

The platform tracked every customer behavior, even if they dropped off any steps of the onboarding process, which helped the bank motivate customers to apply for credit cards. The marketing team could approach any types of customers and reach out to them with customized offers. Furthermore, the bank successfully enriched its customer and lead data, enabling them to analyze and gain more insights about the market.

With the new platform in place, the bank was able to improve customer acquisition, reduce workload and enhance its marketing efforts. The platform demonstrated that digitalization could bring significant benefits to the bank and motivated the bank to adopt more digital solutions to enhance its operations further.