Bank Account Opening Process Automation and UX

About the Client

Fidelity Bank Ghana Limited, one of the leading banks in Ghana, offers a full range of financial products and services, including checking and savings accounts and debit cards, via various digital banking channels. As the largest privately-owned Ghanaian bank, Fidelity is focused on providing innovative and value-added products and services to its growing customer base.

Challenges Snapshot

Inconsistent customer experience
Siloed information
No reporting and monitoring tools
Reputational and legal risks
Dependency on branch staff to initiate the process
Lack of a centralized document archival system

How Newgen Helped?

Using Newgen’s online account opening software, Fidelity Bank digitized and standardized its account opening process. With our unified, web-based software, the bank has improved its customer experience by enabling anytime-anywhere account opening.

Key highlights of the solution:

Instant account creation upon successful document upload and KYC
Digital management of customers’ documents
Instant document upload
Automatic report generation with case tracking
Improved service-level agreements and customer service
Intuitive and user-friendly interface
Duplicity checks on customer information

To learn how the bank reduced turnaround time for account opening from an average of 4 days to 15 mins and improved first-time-right processing by 70%, download the complete case study.

Download PDF