Challenge
Overcoming the drag of a paper-based process
For Cater Allen, onboarding new customers was a manual, paper-intensive process. This created significant operational hurdles, impacting customer experience, delaying time to revenue, and limiting growth. To grow and improve its service, Cater Allen needed a complete, end-to-end digital process overhaul of its customer onboarding function.
Solution
Designing a seamless digital onboarding journey
Building on our existing relationship with the client and deep banking domain expertise, we collaborated with Cater Allen to reengineer its onboarding experience from the ground up. Together, we developed a comprehensive service that:
- Discovered the root causes of delays by analyzing the paper-based process for multiple account types, identifying key inefficiencies and pain points
- Designed an intuitive and secure digital interface with automated workflows, integrating with core banking systems to ensure regulatory compliance and a seamless experience
- Implemented the new Salesforce onboarding solution for customers and internal teams, using an automated DevOps continuous integration and delivery (CI/CD) pipeline to ensure quality and speed
- Gathered continuous feedback through regular show-and-tell sessions with the business, allowing for iterative refinement to meet strategic goals
- Established clear governance, including a responsible, accountable, consulted, and informed (RACI) matrix, to define roles and foster accountability, ensuring strategic alignment and effective change management
- Automated validations and risk controls within the platform to improve accuracy, reduce manual effort, and ensure applications meet the bank's risk appetite from the start
Impact
Delivering speed, efficiency, and superior experiences
Delivering speed, efficiency, and superior experiences
Our collaboration transformed Cater Allen's onboarding function, moving it from a manual operation to a fast, digital, and customer-centric process. The results highlight a fundamental shift in performance and customer satisfaction.
The impact of this transformation is clear:
An average 75% reduction in onboarding cycle time, with some straight through applications onboarded in 24 hours
An estimated 50% decrease in cases requiring additional information from the customer
Up to 90% reduction in manual intervention for back-office agents
An estimated 60% increase in capacity for the onboarding team
Cost reduction related to paper, printing, and postage
This initiative not only solved the immediate challenges but also created a scalable platform for future growth, allowing Cater Allen to serve its customers faster and more efficiently
Our work continues by exploring how to build on this success. We plan to use advanced technologies like agentic AI and Salesforce Agentforce solutions to introduce smarter automation and more personalized interactions. We'll also focus on continuous monitoring and improvement, expanding integration with other systems, analyzing performance data to inform strategy, and scaling the solution to other areas of the business.