Enabling Frictionless Customer Onboarding for a Global Custodian

In the fast-paced world of financial markets, smooth client onboarding is essential. While financial organizations need to ensure in-depth Know Your Customer (KYC) validation and legal history to safeguard from risk, customers want rapid turnaround times on key decisions. Even as financial custodians, data providers, clearing houses, and exchanges are tasked with manual processes and stringent compliance requirements during customer onboarding, they must also find a way to balance the customer need for faster processes and response times. Digitalization of customer onboarding can equip these organizations with flexibility, real-time information, transparent dashboards, and more, thereby significantly enhancing customer satisfaction during the onboarding journey.

This case study shows how Infosys built a tailored onboarding platform for a global financial custodian. Leveraging Unqork’s low-code platform and Infosys deep tooling knowledge, Infosys delivered a world-class solution that has helped the client automate 60% of their manual processes, accelerate decision making, and enable better collaboration within the business.

About the Client

The client is a global custodian, offering a variety of investment services such as research, management, and trading. Their portfolio includes securities lending, foreign exchange solutions, trust and custody, fund administration, and real estate services.

Challenges

The client was struggling with an onboarding system that was causing customer frustration due to:

• Slow and lengthy onboarding processes
• Lack of transparency into onboarding journey
• Lack of centralized control, auditing, and automation capabilities
• Poor front-office user experience

Infosys Solutions

Infosys built a custom onboarding solution using a powerful low-code platform by Unqork. We delivered a centralized hub that transformed onboarding processes by enabling real-time visibility and a holistic view. To streamline operations, Infosys deployed standardized workflows and delivered parallel processing capabilities that integrated seamlessly with existing systems. The implementation of dynamic dashboards with key performance indicator (KPI) metrics enabled contextual notifications and intelligent document management. This has improved regulatory compliance and streamlined operations. Infosys also revamped the design of the front-office UI, enabling faster turnaround time.

Business Benefits

The onboarding solution, built on Unqork’s platform, helped the financial custodian revamp their onboarding processes for enhanced customer satisfaction. Some of the key benefits include:

• 60% of manual processes automated, thereby elevating customer experience
• Improved visibility into onboarding status thanks to dynamic dashboards
• Reduced risk through automated decision making and rule-based processing
• Stronger collaboration among internal business partners
• Greater accuracy, scalability, and ease of making future enhancements

Get in Touch

Ready to revolutionize your client onboarding process? Reach out to Infosys today to explore innovative solutions that supercharge your business success.