Tier 1 Pan-African Bank
A Tier 1 Pan-African bank sought to improve the onboarding experience for new-to-bank customers by introducing greater automation into existing onboarding workflows while reducing operational effort.
Sybrin enhanced the bank’s existing case management environment to automate onboarding activities, improve customer communication, and accelerate application processing.
Key Outcomes
- Faster onboarding decisions.
- Reduced manual intervention.
- Improved communication regarding outstanding documentation.
- Automated KYC verification and lock removal.
- Enhanced customer experience.
The Challenge
The bank required a more efficient process for handling onboarding applications that could not be processed through straight-through onboarding channels.
The solution needed to support workflow automation, communication management, and automated verification processes while leveraging the existing case management platform.
The Solution
Sybrin configured enhanced onboarding workflows capable of receiving, routing, and processing customer applications while automatically managing documentation requests and verification activities. Automated biometric and golden-source verification enabled KYC locks to be removed without manual intervention.
The Impact
The bank significantly improved onboarding efficiency and customer experience while reducing operational effort and accelerating onboarding decisions. The enhanced workflow environment created greater transparency and consistency across onboarding operations.
Why Sybrin
The bank selected Sybrin because of our deep understanding of its onboarding environment, proven workflow automation expertise, and successful track record delivering configuration-intensive enhancements.
