How RPA Simplifies Customer Onboarding

How RPA Simplifies Customer Onboarding

Whether it’s a job interview or an initial encounter, first impressions are crucial.

Similarly, as the first post-sale interaction, customer onboarding sets the tone for the duration of your relationship with a client. How your company welcomes clients and introduces them to your product or service reflects both the value of your product and the overall quality of the customer experience. 

Onboarding gives your business an opportunity to address initial queries or challenges, and make new customers more confident in your company.

The importance of the onboarding process is underscored by the fact that 63% of customers feel that the onboarding process is key when deciding to subscribe to a product while 74% of people prefer switching to alternative products when the onboarding process is too complicated. 

Fortunately, automation – and robotic process automation (RPA) in particular – can help businesses simplify the onboarding process and reduce onboarding times. Read on to learn more about how RPA improves the onboarding process for customers without burdening your workforce. 

What does a typical customer onboarding process look like?

Traditional onboarding processes involve numerous time-consuming, laborious steps to bring customers on board. For instance, here’s what the steps of a typical customer onboarding process for a B2C enterprise might look like:

1. Signing a contract

Customers sign up for a product or service by filling out a detailed form and often providing KYC (Know Your Customer) documents to verify their identity and provide necessary information.

2. Review of documentation

The enterprise reviews the submitted documents to verify the customer’s identity and personal information, and check compliance with regulatory requirements. The review process can be lengthy, as a high volume of diverse documents may need to be manually scrutinized and indexed in the company’s internal document management system.

3. Service activation

After a review, the company activates the service, and the customer is notified. In a telecommunications company, for instance, this may mean configuring telephone lines, activating data traffic plans, or establishing an internet connection.

4. Introduction to the service

Once the service is activated, customers often receive a welcome kit containing details about the product or service, terms and conditions, and other relevant information. The company may also send the new client information about products and services available, mobile apps, and online platforms.

5. Ongoing communication and support

The company continues to offer support to the new customer by educating them about security measures, and offering personalized communication to address any queries or issues.

The high volume of documents, inefficient manual data collection processes, time-consuming and error-prone manual data entry, meticulous examination of documents to assess regulatory compliance, and communication delays due to back-and-forth sharing of information make the client onboarding process a lengthy and exhaustive process. For instance, according to some sources, onboarding a new customer in a bank can take from 90 to 120 days!

However, RPA in customer onboarding helps simplify the process, reducing the time and effort required to bring customers on board.

Benefits of automating your customer onboarding process

Robotic process automation (RPA) helps businesses deliver superior customer experiences by automating various front-office and back-office tasks. For example, RPA bots can be deployed to:

  • Verify customer identity, by checking their information against relevant documents and systems.

  • Activate service requests or notify customers about service activation.

  • Deliver self-service onboarding experiences by integrating them with chatbots and conversational AI.

Benefits of automating your customer onboarding process include:

  • Increased speed and efficiency. Automation streamlines the onboarding process by reducing manual tasks such as data entry and feedback collection, enabling customers to begin using your services quickly, creating a favorable initial impression.

  • Data-driven insights. RPA can collect large amounts of valuable data (such as customer demographics and purchasing history) throughout the onboarding journey, allowing companies to derive actionable insights into customer needs and preferences.

    These insights can be used to create tailored onboarding experiences that are more relevant and engaging for individual clients. For instance, preferred communication channels may be used and products may be recommended based on purchase history.

  • Reduced operational costs. RPA can automate important processes throughout the customer onboarding journey such as document submission, identity verification, regulatory compliance, and communication on the customer’s preferred channel, which reduces the need for manual labor resulting in lower operational costs.

  • Better communication with customers. Implementing RPA in customer onboarding can improve communication with customers by sending timely, personalized emails during the process, automating ticket creation and follow-ups, and sending relevant messages based on interactions such as a welcome message upon sign-up and a confirmation message upon document submission.

  • Enhanced customer experience. Through decreasing the duration of the onboarding process, enabling a personalized experience, and freeing up customer service representatives to dedicate more time to tasks that build client relationships, implementing RPA in client onboarding enhances the customer experience, and consequently, customer satisfaction and loyalty.

    A whopping 86% of respondents in a survey said they would be more likely to stay loyal to a company that invests in onboarding content that welcomes them and provides relevant information after the sale.

5 RPA Use cases in customer onboarding

There are multiple repetitive, rules-based tasks and processes in customer onboarding that serve as the perfect candidates for RPA. In B2C businesses like telecommunications and banking organizations, candidates for RPA in the customer onboarding process include:

1. KYC compliance

Know Your Customer (KYC) compliance is a set of procedures that involves verifying a customer’s identity, assessing their risk profile, and ensuring compliance with regulatory requirements. KYC is critical in preventing fraudulent or illegal activity, such as money laundering in the banking sector and SIM fraud in telecommunications. 

RPA can optimize the KYC compliance process by automating tasks like extracting and entering data and verifying documents.

2. Communication and notifications

By automatically sending personalized emails or messages to customers at different stages of onboarding, RPA bots can keep clients informed and engaged. RPA can also collect feedback and follow up with customers after onboarding to ensure that any concerns are promptly addressed.

3. Chatbots

In addition to sending automated messages and emails, RPA can augment chatbots to help them serve customers better. For example, RPA can extract data from internal systems—like your CRM—to help chatbots address queries regarding a customer’s account. RPA can also perform supporting actions, like connecting customers to relevant personnel if the chatbot is unable to assist them. 

4. Automated contract generation

RPA can extract customer information from uploaded documents and enter them onto contract templates to automate contract generation, reducing manual effort and expediting the process to increase customer satisfaction.

5. Customer data management

Once customers sign up for a product or service, their information gets logged into the customer relationship management (CRM) system. RPA bots can automatically upload user information into the CRM so that human employees don’t have to. An effectively maintained CRM can also help companies keep track of customer satisfaction and tailor interactions to customer needs.

Having an automation partner helps

Effectively implementing attended automation using RPA to enhance your customer onboarding process requires intimate knowledge of your business needs as well as rich professional experience in providing RPA services to companies like yours. 

From banks to telecommunications companies, M.M. helps enterprises streamline their customer onboarding process and improve CX.

As your dedicated partner, M.M.  is committed to:

  • Assessing the specific needs of your organization and your customer base and designing solutions accordingly;
  • Developing tailored automation solutions;
  • Ensuring that your customer onboarding process aligns with best practices;
  • Monitoring and proactively addressing challenges through our hypercare service; and
  • Providing consistent support to address any issues

If you’d like to learn more about how M.M. can use RPA to add value to your business, contact an RPA consultant today.

Author

Dr Khalid Basit

Director of Automation Consultancy at M.M. & COO TIAC (Telecom Intelligent Automation Council). A seasoned expert in guiding organizations through transformative journeys. Specializes in initiating process discovery sessions that allow clients to envision change. Supporting them through each step, culminating in the realization of digital transformation necessary to drive tangible business value.
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