Connecting Component Parts of the End-to-End Journey

To capitalise on continuously advancing technology and to build a global platform to reshape customer experiences, banks need to embrace and propel their technical landscape. When looking at client onboarding, from the outside many clients may see this as a single journey whilst in reality this process is made up of multiple functions often operating with their own individual systems. By connecting the component parts of the CLM process through an orchestration layer, Banks can expedite account opening, enhance accuracy, and reduce manual intervention within their workflows.

An orchestration layer acts as a central hub organising data and processes across various systems sharing data, feeding specific data fields, and providing transparency across the CLM journey.
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As per the diagram above, the orchestration layer can connect multiple component systems within CLM providing several benefits and efficiencies gained through integration.For example, by integrating a Customer Relationship Management (CRM) tool with a KYC workflow system through an orchestration layer, it can allow the automatic triggering of new onboards for Client Due Diligence (CDD) review thus reducing manual case tracking via email and offline lists (e.g. excel, SharePoint, etc.). Alongside onboarding we could also have automatic case allocation from event driven reviews, by integrating the Screening systems to the Case Management workflow, allowing for automated case triggers based on defined rules.

Ensuring seamless integration of data across CLM systems is crucial to prevent discrepancies within versions of shared data points. This not only enhances data accuracy but also facilitates a unified and coherent view of client information and reduces the need for repetitive customer touch points.

Case progress and actions can be viewed by individual teams within their own operating systems reducing the need to reach out to other teams, allowing for real time updates to the employees requesting information and saving time for those providing updates.

Further we should see an enhanced Client Experience, which is focused on faster onboarding, smoother account opening and efficient handling of client requests.

Ultimately, orchestration in CLM can provide a competitive edge by offering faster and more efficient onboarding services, attracting, and retaining customers who value convenience and reliability. By enhancing efficiencies and providing a platform for seamless communication between different departments within the bank and ensuring that relevant data and information is accessible to all stakeholders involved in the client lifecycle.

In our experience we have seen organisations approach the adoption of an orchestration layer through multiple methods. Some organisations have chosen established workflow systems to act as their orchestration layer performing both the task of CDD as well as legal and credit. In many instances we have seen that these tools have not had the complete capability to perform both orchestration and their main function and as such many of our clients have often seen them as not fit for purpose.

As an alternative a lot of our clients have focused on two main options when implementing an orchestration layer. Either they look to find a specific vendor in the market, or they look to build their own layer. By looking in the market they naturally face additional support costs as well as the cost of integration however, they benefit from having that market expertise and continued developments.Internal solutions require a greater investment in terms of internal technical support and staff expertise however, it provides the client with greater flexibility to adapt to their requirements and their own individual systems. As with investments into component systems buying out of the box solutions can provide multiple difficulties once they overly customise to their individual needs.

Our Experience‍

Delta Capita supported a Tier 2 Wholesale bank in building out their CRM platform to include a core workflow for Client Prospecting. When looking end to end at their Onboarding journey, the firm suffered from limited functionality to log client requests and were resorting to email to send onboarding requests on to their Operational function. Our resources supported the gathering of requirements from Sales stakeholders globally and assessed the key data points needing to be captured early from the client, as opposed to data that could be acquired publicly, or only in circumstances as part of KYC requirements.

The team helped to implement an approval workflow from Sales leads and to build anAPI between the core workflow and orchestration layer, a vendor provided platform.The key success was agreeing requirements across quite regionally different processes and ensuring the seamless movement of key data across systems.

The interface was also created two-way, allowing status updates from orchestration to be passed back to the CRM system, such that the Salespeople could see there al time status of requests across functions. This subsequently quickened the flow of the relevant client data and reduced the number of queries and requests about case status, bringing the beginnings of a single Client View.

Learn More on how Delta Capita can partner with you.‍

If you are interested in learning more about how Delta Capita can support your delivery or assessment of connecting your component parts of the CLM journey, please get in touch today.