Ways to Streamline

Your Onboarding

Process5Presented by:

Steuart Bruce

Principal, Banking and Financial Services

Mary-Ellen Power

Vice President Marketing

Your Speakers

Giuliano De Rose

Senior Sales Development Representative

Agenda

1. Current state onboarding in banking

2. Five ways to capture high-value

opportunities

3. Union Bank Case Study: Implementation

start to finish in 22 weeks

4. SunTrust Case Study: Simplified and

streamlined sign-up process

Current

State of

Onboarding

in Banking

High-Value Onboarding Transactions

Represent the Greatest Opportunity

Forrester “The Customer Experience Index, 2013”

Client Experience at Banks and Investment Firms is Mediocre

Why do banks have mediocre

service?

• Differentiation

• Rising client

expectations

• Regulations

• Specialization

• Increasing global

perspective

• Poor business

agility

Regulations Push Initiatives

US Basel capital rules

CFTC SEF rules

SEC BD financial responsibility

Cost & Service Impacts

High client expectations, longonboarding timeframes, and

inefficient legacy processes

New Initatives OTC Derviatives, Dodd

Frank, EMIR, FATCA, CRS,

4MLD, Patriot Act, MiFID II,

etc.

Increased Regional

Variations Scope Overlap: Dodd

Frank, Canadian

Derivatives, OTC Asia Pac

Onboarding Challenges

Multi-Channel

Customer

Service

Poor Response

And Escalation

Mechanisms

For Issues

Presenting

The Right

Information To Clients At The

Right Stage In

The Process

Collecting

The Right

Information While

Maintaining

Customer

Experience

Re-Keying Or

Wasted Time

Coordinating Various

Systems Of

Records, Core

Systems, And

Packaged Apps — Each

With Its Own

Record-

Keeping Needs

Inability To Get

A Holistic View

Of Operational And Other Data

Connecting

With The

Institution Via Digital

Channels

Operational

Reporting/Key Performance

Indicators

Too Many

Inconsistent

Internal User Interfaces

Operational

Reporting/Key

Performance Indicators

SalesEngagement

DataGathering KYC Deal

ConfigurationCredit Risk

Closing and

Fulfilment

Customer Experience Operational Experience

Ways to Streamline

Your Onboarding

Process5

Mobile

• Act on information from

the palm of your hand.

• Build face-to-face

relationships with

customers outside the

office.

• Access information,

trigger tasks, and

collaborate with

colleagues whenever.

• Turn relationship

managers into experts.

1

Personalization2• Unite content, processes and people

• Make decisions based on real-time

information

• Prioritize work

• Tight integrations

• User- and business-configurable

WORK TABS

Personalization2

CLICK DOWN ARROW TO

SELECT APPROPRIATE

ONBOARDING CASE TYPE

Personalization2

ADD

DOCUMENTS

ADD SPECIAL

INSTRUCTIONS &

INFORMATION

Personalization2

Who to interview

REQUIREMENTSFor a successful deployment – today and tomorrow

Comprehensive

Audit TrailsReliable and easy to prove

what took place during the

signing workflow

Easy for EveryoneFully optimized user

Experience for signers,

senders and developers

Highly FlexibleAutomate any use case

across your lines of

business, channels,

geographies or depts.

Scalable PlatformE-signatures as a service.

Scale across your operations

– quickly and cost-effectively

E-Signature3

5 Rings of Buying Insight™ - Buyer Persona InstituteKEEP THE BIG PICTURE IN MINDProtect your investment and lower total cost-of-ownership

VOLUME

Higher

Lower

USE CASESInternal External

B2C

B2E

B2B

HR /

OnboardingInternal

Approvals

Employee

Letters

Purchase

Orders

Vendor

Onboarding

NDAsSOWs

Change

Orders

Customer

Service

Customer

Support

Account

OpeningMortgages

Credit /

Lending

Contracts

DEP-LOYMENT

On-Premises

Public Cloud

Private Cloud

Global Data Centers

IMPLEMENTA-TION

Stand-alone web service

3rd party connectors

Mobile Apps

API / SDKs

WORK-FLOWS

Out of the box

Fully integrated and customized

CHANNELS

Web

Call Center

Retail

Mobile / Field

SIGNATURE CAPTURE

Click / tap to sign

Signature capture pad

Touch screen

Use your own device

USER AUTHENTICATION

Usernamepassword

Challenge-response

Email SMS pass code

Digital certificates Smart cards

3rd party service DIGIPASS

Priority InitiativeMOST FLEXIBLEVast options for getting e-signatures out to your customer, partners &

employees

B2C B2B B2E

E-SIGNATURE WORKFLOWAutomates and enforces business rules throughout the signing workflow

• Email• LinkfromPortal

Access• Username/password• Emailinvite• SMSText• Challenge-Response• 3rd PartyIDProvider• DIGIPASS

Authenticate• On-screen• On-paper

Present• Textbox• Checkbox• Mandatory&Optional

DataCapture• Ancillarydocs(e.g.driverslicense)

• Mandatory&Optional

DocInsertion• Click-to-Sign• Click-to-Initial• Handwrittensignature

• Mobilesignaturecapture

Sign• Securedownload

• Emailattachment

Deliver

CallCenter

AccountTeam

WebSelf-Service

RetailBranch

Mobile

DownstreamProcessing

Archive

DataCaptureDocument Template

Case study structure for longer versionDEMO

• Establish adequate

expectations

• Accessibility

• Visibility

• Readability

• Actionable

dashboards

Analytics4• Operational

dashboards

• Current status and pipelines

• Long-term trend

analysis and audit

• Leverage your data

warehouse

Analytics4

Analytics4

Cloud5

`

Private

Secure Scalable Available

Immediately

Case Study: Implementation start to finish in 22

weeks

Problem

Long client onboarding process –

exceeded industry best practice

Unable to provide accurate ETC

on a case by case basis

5 different legacy systems

Goal

Enhance customer experience for

new clients

Increase data integrity

Streamline routing of cases and

provide case transparency

Reduction

of

onboarding

time by

30%

Increased

forecasting

capabilities

Increase

revenues

with reduced

time to

market

Client data entered

once and shared

with all legacy

systems

OutcomeDigitized

and

automated

process

DON’T BE MEDIOCRE.

GIVE YOUR CLIENTS WHAT THEY

WANT: HASSLE-FREE

ONBOARDING.

Visit us:

pyramidsolutions.com

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Pyramid Solutions | @PyramidECM