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Customer Onboarding that Delivers
Customer onboarding solutions are essential for firms in highly competitive and heavily regulated sectors like Financial Services, Telecoms and Utilities. These organisations need a digital customer onboarding solution that works for the customer and the internal onboarding teams. Through our unique web-based customer communications platform Which50, you can digitise your customer’s experience at every stage of their journey, including that all-important onboarding phase. For you, this means happy new customers and reduced churn, as well as lower operational costs and increased efficiency.
Drive down operational costs and optimise your customer experience
When it comes to onboarding new customers, first impressions count. And by offering your new customers a safe, secure, and hassle-free introduction to using your services, you’ll be giving them a digitised customer experience that puts their needs first every time.
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Reason 1
Opening a new account can feel like a boring process for customers everywhere. At CustomerMinds, our self-service platform allows customers to quickly upload paperwork, sign digital documents, and manage all correspondence through everyday channels like email, SMS, WhatsApp, and secure eDocuments.
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Reason 2
For your business, this means digital transformation at its most agile and impactful. No new hardware required means no integration problems. You will even lower operational costs that are often associated with traditional admin-heavy tasks like on-boarding.
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Reason 3
Your internal teams will love working with our easy-to-use platform. On-boarding and servicing teams will increase productivity, and can focus on more value-add tasks. Overall, your company will save time and hassle all-round.
Which50 Digital Onboarding Features
Communicate and Connect with your Customer Base
Our cloud-based customer communications platform, Which50 is designed to meet the needs of businesses in highly regulated sectors. Key features combine to deliver a transformed client onboarding experience for customers and service providers alike.
Collect Documents
You need a simple digital journey that will enable your new customer to quickly and easily complete the onboarding process. And document-upload is a major part of this. From proof of address and identity to photographs, you may require your customer to submit various documents to you. Our secure two-way communication journeys ensure that everything is safely transferred from their phone directly into your core systems.
Adjust and inform your Welcome Journeys
By giving you the ability to vary branding options within your Welcome Journeys, Which50 opens up a world of opportunity for you. Our platform allows you to change images, colours, and content to suit your different customer types. As well as data like names and account numbers you can also insert different images and stories for customers from different demographic groups. Flexibility and personalisation like this will ensure higher trust and recognition levels in the early stages of the customer’s journey.
Engage and Connect
By using multiple digital communications tools, you can talk to your customers on their terms, and make your life easier too at the same time. As part of the onboarding process, Which50 allows you to identify the type of communications that suits you and your customer best, whether you use email, SMS, WhatsApp or secure eDocuments. This ensures higher response rates and a closer customer connection going forward.
Schedule and Send
Automated customer communications can save your organisation time, money and hassle on a daily basis. After signing up a new customer, Which50 can automatically schedule and activate your Welcome Journeys. This can include emails that will be delivered on a predetermined schedule of your choice, maybe after 7-days, 14-days, or one-month. Automated follow-ups like this can nudge customers to certain services you provide, such as your online account management or e-billing if they have not already signed up.
Identify and Target
Segmentation plays a major role in all digital customer communications. Which50 provides segmentation functionality that is practical, easy-to-use and flexible. Targeted campaigns take into account variables including customer type, geography, usage, and more. You can also create behavioural targeting campaigns based on interaction with previous correspondence as well as more nuanced campaigns for groups who may have very particular needs like vulnerable people and the aged.
Helping you welcome new customers across many industries
Our flexible and agile client solution is built to handle the day-to-day challenges you will face in digital customer onboarding, no matter what your sector.
Utilities
The energy and utility sectors have never been more competitive. With green energy and eco-awareness driving customer behaviour, utility companies need to build stronger relationships than ever before at onboarding stage.
Finance
Heavy regulations and a wide range of products means consumers can feel confused by Financial Services providers. Our platform can help companies maintain close connections with their customers in a competitive market.
Telecommunications
As connectivity options increase, bundling and single suppliers are very attractive to consumers. For providers of what are now essential services, an enhanced digital experience at onboarding stage can build a long-term bond with new customers.
With customers worldwide, CustomerMinds is active across finance, telecoms and utility sectors. We are pleased to share what others say from around the world.
From a business perspective we needed to implement a certain project that our legacy system couldn’t handle – research was carried out and we found CustomerMinds. Five years later and they are a really integral part of the bank – we can’t function without them.
I think the greatest asset of Which50 is the flexibility of the product, and the potential it has to improve the customer experience, whilst saving time and resources internally.
The main challenges that we were facing prior to CustomerMinds was linked to the limitations of our legacy business systems that meant creating customer communications channels proved difficult and time consuming.
