Onboard

The onboarding process in securities companies in India has become a critical factor that can significantly impact customer acquisition, retention, and overall satisfaction. However, the current onboarding procedures are riddled with challenges that often lead to customer drop-offs, operational inefficiencies, and regulatory compliance issues. To address these challenges, companies need to adopt smart, compliant, and efficient solutions that streamline the onboarding process and enhance customer experience.

Major Challenges in the Onboarding Process

1. Cumbersome and Inefficient Account Opening Process

High Drop-off Rates: Research shows that as many as 25% of applicants drop out during the onboarding process due to lengthy and complex forms. In fact, 90% of financial institutions report some form of digital abandonment, leading to significant revenue loss.

‍Redundant Information Requirements: Customers often face the burden of repeatedly providing the same information across multiple forms, particularly when applying for various financial products. This redundancy not only frustrates customers but also increases the likelihood of errors.

Fragmented Systems and Processes: The lack of integration between different systems used during onboarding results in a fragmented experience. This leads to inefficiencies and delays, further complicating the customer journey.

2. Regulatory and Compliance Hurdles

Complex KYC and AML Requirements: Ensuring compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations is a significant challenge. These requirements often involve manual verification processes, which are time-consuming and prone to errors.

Data Privacy Concerns: Protecting customer data and ensuring compliance with data privacy laws is another critical challenge. Securities companies must balance the need for thorough compliance checks with the need to provide a seamless customer experience.

3. Poor Customer Experience

Lack of Transparency and Communication: Many customers report unclear communication and a lack of visibility into the status of their application as major pain points. This lack of transparency leads to frustration and contributes to the high dropout rates during onboarding.

Long Turnaround Times: The time taken to complete the onboarding process is often excessive, leading to delays in account activation and loss of potential business. Customers expect a fast and efficient process, and long turnaround times can drive them to competitors.

4. High Operational Costs

Resource-Intensive Processes: The reliance on manual processes for verification, compliance checks, and document handling increases operational costs. Physical infrastructure, staffing, and time spent on these tasks can significantly inflate the cost of customer acquisition.

Solutions to Streamlined Onboarding

1. Implementing a Unified Smart Form

One Form for Multiple Products: Introducing a single, smart form that customers can use to apply for multiple products simultaneously (2-in-1 or 3-in-1) can significantly reduce the complexity and time required for onboarding. This form can automatically fetch data from KYC registries and other sources, minimizing the need for repetitive data entry.

Automation and AI Integration: Leveraging artificial intelligence (AI) for tasks like Optical Character Recognition (OCR) and data validation can help automate the verification process. This not only speeds up the process but also reduces the chances of errors, ensuring that compliance checks are both thorough and efficient.

2. Enhancing Customer Experience

Real-time Status Updates: Providing customers with real-time updates through multiple communication channels (such as SMS, email, and mobile apps) can greatly enhance transparency and reduce drop-offs. Customers stay informed about their application status, which helps build trust and reduce frustration.

Simplified User Interface: A user-friendly interface that supports multiple languages and simplifies the data entry process can help customers complete their applications with ease. Features such as auto-populating fields and intuitive design can lead to higher completion rates and improved customer satisfaction.

3. Ensuring Compliance and Security

Digital KYC and AML Checks: Integrating digital KYC processes, including video KYC and e-signatures, can streamline compliance while enhancing the customer experience. Automated checks against AML databases ensure that only legitimate customers are onboarded, reducing the risk of fraud.

Robust Data Protection: Implementing strong data protection measures, such as encryption and secure authentication, is crucial for maintaining customer trust and ensuring compliance with data privacy laws. This also helps in mitigating the risks associated with data breaches and unauthorized access.

4. Reducing Operational Costs

Digital Transformation of Onboarding: Moving from manual, paper-based processes to a fully digital onboarding system can significantly reduce operational costs. Digital platforms can handle large volumes of applications efficiently, reducing the need for physical infrastructure and manual labour.

Resource Optimization through Analytics: Utilizing analytics to monitor application progress and predict resource needs can help optimize staffing and reduce unnecessary costs. By understanding where and why drop-offs occur, companies can make targeted improvements to their onboarding processes.

Case Studies and Impact

High Volume Application Handling: One of the top stock broking firms in India was able to process 89,000 account openings in a single month with less than a 3% objection/rejection rate by implementing a streamlined onboarding platform. This was achieved through the use of AI-based OCR, single forms for multiple products, and real-time updates.

The onboarding process in securities companies in India presents several challenges, particularly in terms of efficiency, compliance, customer experience, and costs. However, by adopting digital solutions such as smart forms, AI-driven automation, real-time updates, and robust compliance tools, securities companies can overcome these challenges. Implementing these strategies will not only streamline the onboarding process but also enhance customer satisfaction, improve conversion rates, and reduce operational costs, ultimately leading to a stronger competitive position in the market.

Celusion Technologies’ Onboard platform is used by the likes of Sharekhan, Religare Broking, Kotak Securities, YES Securities, Standard Chartered, etc. and exemplifies how securities companies can achieve these objectives, providing a simple, smart, and compliant solution that transforms the onboarding experience for both customers and businesses.