A Guide to Digital Customer Onboarding in Banking

When customers consider opening a bank account, their minds are buzzing with questions: Can I trust this institution? Is this truly the best place for my financial future?

The experience can be stressful, and the onboarding process can make it better or worse. During this first interaction with a financial institution, customers expect a seamless digital onboarding experience. Banks need to move beyond paper-based account opening toward a process that is accessible across all channels and devices.

What is Digital Customer Onboarding in Banking?

Simply put, digital customer onboarding is how banks welcome new customers using digital tools and platforms. This process involves digital forms for collecting customer data, providing real-time notifications about the account opening process through digital channels and generating account-related documentation online.

If this first impression is good, customers are more likely to stay. On the other hand, if it’s frustrating or complicated, they might walk away.

Why a Smooth Onboarding Process Matters?

A 2023 Digital Onboarding Report by ebankIT highlights that 90% of financial institutions report customer abandonment during onboarding, resulting in lost business potential worth millions of dollars. On the flip side, a 2023 study by FICO found that banks with optimized digital onboarding processes experienced a 60% reduction in drop-off rates during the application process. A satisfactory onboarding experience also facilitates cross-selling of suitable products. So, getting this first step right is crucial.

How to Simplify Digital Customer Onboarding?

A positive digital onboarding experience is essential for banks to attract, satisfy, and retain customers. Anything less than excellent can drive potential customers straight to competitors. Let’s dive into the best practices for creating a seamless and simplified onboarding process that delights customers and keeps them loyal.

1. Keep It Simple

Nobody likes filling out endless forms. The digital customer onboarding process should be as simple as possible. Best practices include minimizing the number of steps required for account setup, allowing customers to share documents digitally, and auto-filling personal information by fetching data from the key documents. Remember, less is more.

2. Optimize for Mobile

Most people prefer phone banking for all types of transactions. This trend highlights the critical need for your digital customer onboarding process to function flawlessly on mobile devices. This involves designing mobile-friendly interfaces, ensuring quick load times, and providing support for in-app document uploads and self-service options.

3. Provide Omnichannel Support

Customers should be able to switch between different channels — mobile, web, and in-branch — during the digital onboarding process without any hiccups. Consistency across these platforms is key to maintaining a smooth and cohesive onboarding experience. Omnichannel support ensures they get the same hassle-free experience irrespective of the mode of interaction. This calls for a unified content and communication platform.

4. Prioritize Compliance and Security

The onboarding process must protect customer data and comply with all regulations, even when using third-party partners and APIs. The financial sector saw an average data breach cost of 5.9 million USD in 2023. That’s a hefty price to pay for lapses in security. Banks should incorporate robust checks, such as biometric verification and two-factor authentication, to prevent fraud and protect customer data.

Compliance with regulatory requirements, including Know Your Customer (KYC) and Anti-Money Laundering (AML) laws, is non-negotiable. By following these best practices, banks can create a welcoming and efficient onboarding experience that meets customers’ expectations. As digital transformation continues to reshape the banking industry, focusing on onboarding will help banks stay competitive, boost business volume, and build lasting relationships with their customers.

Deliver a Smooth Digital Customer Onboarding Experience with Newgen

Well begun is half done! And this holds true for banking institutions too. Newgen’s Digital Customer Onboarding Solution, built on a low-code platform, NewgenONE, helps banks onboard customers in a swift and hassle-free manner. Whether it is opening corporate accounts, facilitating branch walk-ins, or managing group onboarding, Newgen’s banking solutions provide a comprehensive and configurable platform that streamlines the process, ensuring a smooth ride for customers as they start their banking journey.