Customer Onboarding:
A Digital Opportunity
Onboarding directly impacts customer acquisition, lifetime value, and brand perception. Leading institutions are transforming onboarding from a high-friction ordeal into a seamless, secure, and instant experience.
An institution’s onboarding process is the first, and most critical, tangible experience a new customer has with its brand. However, for many, this initial interaction is a point of failure, not a welcome.
The Challenge: The Five Critical Stages of Onboarding
1. Application & Initiation
Problem: Long, complex forms; poor mobile UX; high abandonment (up to 60%).
Solution: Smart, dynamic forms with API-driven pre-fill and omnichannel save & resume reduce abandonment and time-to-complete.
Benchmarks: 5-minute application; Dynamic questions; Pre-fill known data
2. Identity Verification (KYC/AML)
Problem: Greatest point of failure. Manual checks, branch visits, 24–72 hour delays.
Solution: Automated eIDV with biometrics and AI validates identity in under 60 seconds on mobile.
Benchmarks: Biometric + document check; Liveness detection; Sub-60s verification
3. Data Processing & Underwriting
Problem: Black-hole waiting, redundant requests, manual re-keying, error-prone.
Solution: Straight-through processing and automated decisioning; 70–80% of clean apps instantly approved.
Benchmarks: Real-time bureau calls; Rules engine; Exceptions queue
4. Account Configuration & Funding
Problem: Lag between approval and usability; limited funding options; slow setup.
Solution: Instant account provisioning, digital funding (e.g., Plaid or debit), and immediate digital card issuance.
Benchmarks: Real-time account create; Instant funding; Wallet-ready card
5. Welcome & Activation
Problem: Generic welcome, delays before card, self-discovery of features.
Solution: Personalized, orchestrated 90-day journey with proactive nudges and data-driven cross-sell.
Benchmarks: Triggered tips; Direct deposit nudges; Next-best offer
Solution
The Salesforce Solution — Salesforce provides the flexible platform to deliver best-in-class onboarding at scale.
Financial Services Cloud (FSC)
Centralized 360° view, automated workflows, and real-time case tracking.
Experience Cloud
Mobile-first, guided digital portal with document upload and eIDV.
AppExchange & MuleSoft Integration
Pre-built connectors to core banking systems, incremental API-led integration strategy.
Roadmap
The five stages above
(Application → KYC/AML → Processing/Underwriting → Funding → Welcome/Activation)
function as the delivery roadmap from first touch to activation.
Reimagine your onboarding experience.
Discover how Salesforce and MuleSoft can help you deliver a seamless, fully digital onboarding journey and turn every first impression into lasting loyalty.