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Banking & Financial Services · Digital Transformation

From 7 Days to 24 Hours: Reimagining Customer Onboarding for a Regional Bank

Overview

A regional bank with an ambitious growth strategy was being held back by one of its most fundamental processes - onboarding new customers. With a 7-day average completion time, 12+ manual steps, and a drop-off rate that was costing the bank significant new business every month, leadership knew a digital transformation of the onboarding journey was no longer optional.

The Challenge

The onboarding process was entirely paper-driven, with documents physically routed between departments for review and approval. Identity verification was manual, core banking integration was non-existent in the front-end workflow, and customers had zero visibility into the status of their application. The result was a poor first impression at the most critical moment in the customer relationship.

Our Solution

Codeless IQ re-engineered the entire onboarding journey on the Pega Platform, introducing automated identity verification, digital document capture and management, and real-time integration with the bank's core banking system. We designed the customer-facing experience to be intuitive and mobile-friendly, while the back-office workflow gave staff complete visibility and control. The new process required no physical paperwork at any stage.

Technologies Used

Pega Platform (Customer Service & Case Management) Pega KYC (Know Your Customer) Digital Identity Verification API integration Core Banking System REST integration Pega Mobile for customer-facing application

The Results

Measurable, Lasting Impact

  • Onboarding time reduced from 7 days to under 24 hours

  • 12 manual steps reduced to 3 assisted digital touchpoints

  • Customer drop-off rate reduced by 52%

  • Customer satisfaction scores increased by 35%

  • 80% of applications completed without any manual intervention

  • Compliance and KYC documentation fully automated and audit-ready

We went from embarrassed about our onboarding process to proud of it - in under six months. Codeless IQ made that happen.
- Head of Digital Banking

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