Onboarding processes that are fragmented and lengthy leave room for missed opportunities and high abandonment rates. Ultimately reflecting poorly on a bank’s reputation and the bottom line. Today’s clients expect convenient, timely and accurate service – on their terms. Watch to learn how you can modernize your client onboarding process delivering a superior customer experience with client capture, personalization, e-signature, analytics and cloud.

1. Ways to Streamline
Your Onboarding
Process5 Presented by:

2. Steuart Bruce
Principal, Banking and Financial Services
Mary-Ellen Power
Vice President Marketing
Your Speakers
Giuliano De Rose
Senior Sales Development Representative

3. Agenda
1. Current state onboarding in banking
2. Five ways to capture high-value
opportunities
3. Union Bank Case Study: Implementation
start to finish in 22 weeks
4. SunTrust Case Study: Simplified and
streamlined sign-up process

4. Current
State of
Onboarding
in Banking

5. High-Value Onboarding Transactions
Represent the Greatest Opportunity

6. Forrester “The Customer Experience Index, 2013”
Client Experience at Banks and
Investment Firms is Mediocre

7. Why do banks have mediocre
service?
• Differentiation
• Rising client
expectations
• Regulations
• Specialization
• Increasing global
perspective
• Poor business
agility

8. Regulations Push Initiatives
US Basel
capital rules
CFTC SEF rules
SEC BD financial
responsibility
Cost & Service Impacts
High client expectations, long
onboarding timeframes, and
inefficient legacy processes
New Initatives
OTC Derviatives, Dodd
Frank, EMIR, FATCA, CRS,
4MLD, Patriot Act, MiFID II,
etc.
Increased Regional
Variations
Scope Overlap: Dodd
Frank, Canadian
Derivatives, OTC Asia Pac

9. Onboarding Challenges
Multi-Channel
Customer
Service
Poor Response
And Escalation
Mechanisms
For Issues
Presenting
The Right
Information To
Clients At The
Right Stage In
The Process
Collecting
The Right
Information
While
Maintaining
Customer
Experience
Re-Keying Or
Wasted Time
Coordinating
Various
Systems Of
Records, Core
Systems, And
Packaged
Apps — Each
With Its Own
Record-
Keeping Needs
Inability To Get
A Holistic View
Of Operational
And Other Data
Connecting
With The
Institution Via
Digital
Channels
Operational
Reporting/Key
Performance
Indicators
Too Many
Inconsistent
Internal User
Interfaces
Operational
Reporting/Key
Performance
Indicators
Sales
Engagement
Data
Gathering KYC
Deal
Configuration
Credit
Risk
Closing
and
Fulfilment
Customer Experience Operational Experience

10. Ways to Streamline
Your Onboarding
Process5

11. Mobile
• Act on information from
the palm of your hand.
• Build face-to-face
relationships with
customers outside the
office.
• Access information,
trigger tasks, and
collaborate with
colleagues whenever.
• Turn relationship
managers into experts.
1

12. Personalization
2
• Unite content, processes and people
• Make decisions based on real-time
information
• Prioritize work
• Tight integrations
• User- and business-configurable

13. WORK TABS
Personalization
2

14. CLICK DOWN ARROW TO
SELECT APPROPRIATE
ONBOARDINGCASE TYPE
Personalization
2

15. ADD
DOCUMENTS
ADD SPECIAL
INSTRUCTIONS &
INFORMATION
Personalization
2

16. Who to interview
REQUIREMENTS
For a successful deployment – today and tomorrow
Comprehensive
Audit Trails
Reliable and easy to prove
what took place during the
signing workflow
Easy for Everyone
Fully optimized user
Experience for signers,
senders and developers
Highly Flexible
Automate any use case
across your lines of
business, channels,
geographies or depts.
Scalable Platform
E-signatures as a service.
Scale across your operations
– quickly and cost-effectively
E-Signature
3

17. 5 Rings of Buying Insight™ - Buyer Persona Institute
KEEP THE BIG PICTURE IN MIND
Protect your investment and lower total cost-of-ownership
VOLUME
Higher
Lower
USE CASESInternal External
B2C
B2E
B2B
HR /
Onboarding
Internal
Approvals
Employee
Letters
Purchase
Orders
Vendor
Onboarding
NDAsSOWs
Change
Orders
Customer
Service
Customer
Support
Account
Opening
Mortgages
Credit /
Lending
Contracts

18. DEP-
LOYMENT
On-Premises
Public Cloud
Private Cloud
Global Data
Centers
IMPLEMENTA-
TION
Stand-alone web
service
3rd party
connectors
Mobile Apps
API / SDKs
WORK-
FLOWS
Out of the box
Fully integrated
and customized
CHANNELS
Web
Call Center
Retail
Mobile / Field
SIGNATURE
CAPTURE
Click / tap to sign
Signature
capture pad
Touch screen
Use your own
device
USER AUTHENTICATION
Username
password
Challenge-
response
Email SMS pass code
Digital
certificates
Smart cards
3rd party service DIGIPASS
Priority InitiativeMOST FLEXIBLE
Vast options for getting e-signatures out to your customer, partners &
employees
B2C B2B B2E

19. E-SIGNATURE WORKFLOW
Automates and enforces business rules throughout the signing workflow
• Email
• Link from
Portal
Access
• Username/password
• Email invite
• SMS Text
• Challenge-Response
• 3rd Party ID Provider
• DIGIPASS
Authenticate
• On-screen
• On-paper
Present
• Text box
• Checkbox
• Mandatory &
Optional
Data Capture
• Ancillary docs
(e.g. drivers
license)
• Mandatory &
Optional
Doc Insertion
• Click-to-Sign
• Click-to-Initial
• Handwritten
signature
• Mobile signature
capture
Sign
• Secure
download
• Email
attachment
Deliver
Call Center
Account Team
Web Self-Service
Retail Branch
Mobile
Downstream
Processing
Archive
Data Capture
Document Template

20. Case study structure for longer versionDEMO

21. • Establish adequate
expectations
• Accessibility
• Visibility
• Readability
• Actionable
dashboards
Analytics
4
• Operational
dashboards
• Current status and pipelines
• Long-term trend
analysis and audit
• Leverage your data
warehouse

22. Analytics
4

23. Analytics
4

24. Cloud
5
`
Private
Secure Scalable
Available
Immediately

25. Case Study: Implementation start to finish in 22
weeks
Problem
Long client onboarding process –
exceeded industry best practice
Unable to provide accurate ETC
on a case by case basis
5 different legacy systems
Goal
Enhance customer experience for
new clients
Increase data integrity
Streamline routing of cases and
provide case transparency
Reduction
of
onboarding
time by
30%
Increased
forecasting
capabilities
Increase
revenues
with reduced
time to
market
Client data entered
once and shared
with all legacy
systems
Outcome
Digitized
and
automated
process

26. DON’T BE MEDIOCRE.
GIVE YOUR CLIENTS WHAT THEY
WANT: HASSLE-FREE
ONBOARDING.
Visit us:
pyramidsolutions.com
esignlive.com
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Pyramid Solutions | @PyramidECM