The project brief was to simplify and digitise the onboarding process for our financial services client. The client operates within a heavily regulated sector which didn’t help the average time to onboard a new customer being anything from a couple of weeks to a few months! Our client’s induction process often required manual chasing to follow up with the new inductee to progress their application. This was a drain on resources and reliant on individuals managing the process.
The existing process was a manual, paper based approach that created a great deal of friction and undermined the delivery of an exceptional customer experience.
We converted all paper-based forms into custom HubSpot forms, with a custom 'progress tracker' to give real-time feedback to the user. As the HubSpot forms have the option to pre-populate contact fields with known values, we were also able to show the user the details they had already submitted, so that they could easily see which information still needed to be completed. We incorporated Workflows to automate comms, integrated PandaDocs and also Booya to provide secure user logins
A seamless user journey, taking a previously long winded, painful process and making it fully digital, trackable and integrated.
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