Customer Details

Customer
Leading Financial Institution
Country
Malaysia
Industry
Financial Services

Implementation Partner

Partner
Innov8tif Solutions
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How a Leading Bank Created a Seamless Onboarding Experience Across Mobile, Web, and Branches

A leading Malaysian bank offering consumer, SME, corporate, and Islamic banking needed to unify its customer onboarding experience across branches, partner networks, and digital channels. Each channel had its own forms and workflows built by different teams, creating inconsistency, higher costs, and slower response times.

Joget’s partner, Innov8tif Solutions built a Customer On-Boarding System on Joget in three months, covering six applications and adopting a build-once, deploy-everywhere approach. The bank can now manage the entire onboarding journey from a single omni-channel platform, with AI-enabled remote updates and improved customer experience across every touchpoint.

Challenges CHALLENGES

Fragmented Multi-Channel Onboarding

  • Customer onboarding was performed across various channels such as partners and branches.

  • Maintaining consistency across channels and intake process was challenging and required significant coordination efforts and resources. Quality Control (QC) on forms was time-consuming as they were built by different teams with different styles and typography

  • Separate workflows were needed for integrating with different channels such as the web, app, and support center, resulting in higher costs.

  • Centralizing data and adopting a “build once, use everywhere” approach was desired for using the same form/intake process across multiple applications.

  • An omni-channel platform was required to improve customer experience, reengage with them, and provide updates.

  • Quick issue resolution at the backend was necessary to shorten response time without the need to redeploy applications. SLAs for pending forms needed to be managed within a certain time frame to meet deadlines

Solutions SOLUTIONS

One Omni-Channel Platform

A Customer On-Boarding System was built on the Joget platform in 3 months with Joget being deployed on mobile banking, internal system, tablets system (branches) and exposing the same forms in partner applications.

The system includes 6 applications, 4 of which are in development and 2 of which are in production. Upon implementation of the system, the customer has significantly improved their business operations, with higher productivity among employees and enhanced customer satisfaction.

Results RESULTS

Faster Onboarding, Better Experience

100%

Accelerated speed to market

100%

Enhanced requests management

AI

New services remote updates

"By adopting a modern application architecture and a build-once, deploy-everywhere approach, the bank can now accelerate speed to market and boost workflow productivity with less effort."

A chat-like dialogue between web and the app was developed to enhance user experience and better manage customer requests.

All customer events were published in the Red Hat AMQ to manage and keep track of customer journeys.

The customer is able to effectively respond to different types of customers requests based on their respective behaviors, thus improving the overall satisfaction rates.

The mobile app architecture incorporates Artificial Intelligence (AI) to provide dynamic capabilities and remote updates for new services.

By adopting a modern application architecture and utilizing Joget as their omni-channel platform backbone, the customer can now accelerate their speed to market and boost workflow productivity with less effort.

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