Sector: Retail banking · Platform: ServiceNow FSO, App Engine, custom mobile
The challenge
An established retail bank, and one of the first to adopt ServiceNow FSO, wanted a single, smooth account-opening journey with all KYC checks handled in both online and offline modes, including remote areas with poor connectivity. An earlier attempt at customer onboarding had run into difficulty.
What we did
Right Prompt advised on the FSO banking architecture, then designed and built a current and savings account onboarding journey for retail customers.
- A single journey that works online and offline, so branches in low-connectivity areas are not held back.
- More than 50 third-party integrations, including KYC, PAN, AML and credit bureaus, orchestrated through Workflow Data Fabric and FSO.
- A custom Android and iOS app for branch staff to collect and verify documents, integrated with the ServiceNow onboarding application.
- Integration with the core banking system, with maker-checker approval and full audit throughout.
The outcome
The bank gained a streamlined onboarding operation with less duplication and a complete audit trail. Benefits include omnichannel lead capture, automated lead scoring and assignment, a better mobile experience for branch staff, integrated KYC and AML checks, automated declaration management and real-time dashboards with SLA and ageing reports. The success of the onboarding project led to a follow-on lead management build, and Right Prompt is now positioned as a strategic application partner to the bank.
Capabilities used
Retail Customer Onboarding, ServiceNow FSO, Workflow Data Fabric, App Engine, custom mobile app