Automating document preparation steps for opening new client accounts

Industry : Banking & Finance Function : Operations

Company Profile

This Canadian national financial services bank focuses on physicians and medical professional needs in Canada. The company offers comprehensive retirement estate and planning, wealth management, financial planning, investments, insurance, and banking services, with more than 50 regional offices throughout Canada.

Scope Highlights

  • 25,000 annual new customer
  • 14 account types and various combinations
  • Microsoft Dynamics 365
  • OpenAdvantage account management system
  • Data cleansing rules
  • Robotic Process Automation (RPA)

Challenge

Wealth managers enroll 500+ customers weekly into financial products and services. The account opening process entails multiple interactions between the customer and team members where needed documentation is requested and/or reviewed. Follow-up conversations for additional information are not uncommon. Resourcing delays and data quality concerns frustrated customers. Leadership sought to streamline the data flow between stakeholders and control the data quality review process to alleviate issues.

Solution

Automation is a multi-instance process workflow that provides virtual workers to help during high volume periods. The automation retrieves customer and reference data from the company’s database and CRM applications. It then uses externalized business rules to enrich the data and pre-populate the account opening documents including identifying missing data to be addressed by the customer success team. Process logic also prepares exception reports for the business team and confirms successful completion.

Results

10,000+ hours saved annually

Faster, easier customer experience

Better data quality