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Reduce the turnaround time (TAT) and costs with an enhanced customer KYC process

The Process

The Customer is a leading financial institution looking at optimizing its customer onboarding process. They have sales teams spread across the Geo who are responsible for acquiring new Current Account and Savings Account (CASA) customers; the application process for account opening was through a paper form with supporting documents. These were then scanned and sent to a central operations team to complete the onboarding process. The process was manual in nature and had a high Turnaround Time (TAT) of about ten days for completing the onboarding formalities. The inflow of forms was variable and unpredictable depending on new campaigns and offer which resulted in staffing challenges to meet demand.

The Solution

We developed a solution using AI/ML activities for the bank to automate approximately 90% of the onboarding process. The first step was to digitize the account opening form at the source, read scanned forms using computer vision and Intelligent Data Capture (ICR) technology. The data extracted was then auto-completed in the Core Banking System (CBS) by applying applicable limits and facilities. We reduced the TAT to less than one hour for onboarding customers, which included the time to scan the documents. Extra validation was added at the local scanning facilities to identify supporting documents validity, which ensured less to and fro between the operations team and sales representatives.

Challenges Addressed

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High Turnaround Time (TAT)
Seasonality of invoices
Issues in Know Your Customer (KYC)
Weak customer experience
Manually intensive onboarding process

The Outcomes

1 Hour

Revised TAT from originally 10 days.

60 %

Cost reduction for the process.

23 %

Increase in First Time Resolution (FTR) for Customer KYC.

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