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Priding itself as a relationship bank, the financial institution found that its customer experience was lengthy, inefficient and painful. The culprit was a sprawling mass of manual internal processes that didn’t connect and could not deliver visibility across the organization. KYC was replicated across multiple legacy systems, requiring manual input and a significant amount of ‘swivel chair’ activity to do even the most basic KYC tasks. Inefficiencies were costly, time consuming and were impacting customer relationships.
They needed a customer journey management solution that integrated all parts of the firm to improve operational efficiency, cut costs and ultimately enhance customer relationships.
Using Fenergo KYC and Onboarding for Salesforce® as their one-stop shop for customer lifecycle management (CLM), relationship managers can now fully manage and monitor each onboarding case with complete regulatory surety without leaving their CRM.