Development of a Digital Client Onboarding and Management Platform for Financial Services

The client seeks to streamline and digitize its client onboarding process, which currently relies on manual, paper-based applications. Recent legislative changes now permit digitally signed contracts, presenting an opportunity to improve application turnaround times, reduce manual errors, and enhance client transparency. Existing processes result in delays of over 4 business days from initial contact to application completion, impacting customer satisfaction and operational efficiency.

A mid-sized financial services firm providing debt relief, credit counseling, and related financial products, aiming to enhance client engagement and operational efficiency.

• Implement a digital application portal enabling clients to complete applications via PC or mobile device, reducing application processing time from over 4 days to under 2 days.
• Develop a digital calculator for financial assessment that captures client budget data and provides real-time, visual feedback on overindebtedness status.
• Enable clients to digitally sign contracts and securely upload supporting documents, ensuring compliance with current legislation.
• Create a portal feature for clients to view application progress, download legal and other relevant documents, access educational content, and manage their account details.
• Achieve high adoption rates with at least 97% of potential clients using the platform for application submission.

• A financial calculator allowing consultants to capture client budget information to assess overindebtedness.
• Real-time visual feedback to clients on their financial assessment results.
• Secure digital signature functionality for contract signing.
• Document upload feature supporting submission of legal documentation securely.
• Client access to view application status, download documents, and access educational content.
• Direct communication channels such as contact forms and live chat within the portal.

• Financial assessment tools or modules
• Legal document management systems
• Client relationship management (CRM) systems
• Legislative compliance verification tools

• Platform must support high concurrency with at least 97% of client applications submitted digitally post-deployment.
• Application must ensure data security and comply with applicable data privacy regulations.
• System should have an average response time of less than 2 seconds for key user interactions.
• Availability target of 99.9% uptime to ensure continuous accessibility.

The implementation of this digital onboarding and management platform is expected to reduce application processing time from over 4 days to less than 2 days, improve customer satisfaction through transparent and accessible services, and increase the proportion of clients applying digitally to over 97%. It will streamline operations, reduce manual errors, and enhance the client experience, positioning the organization for scalable growth in the digital financial services market.