Digital Client Onboarding „Balboa“

For the first time, Baloise Bank SoBa and Basler Versicherungen implemented a cross-divisional software solution to improve the customer experience during onboarding. Together with UMB, they designed a new, holistic process solution for opening new banking and insurance products. Thanks to comprehensive system connections and digitally signed contracts, redundant and manual work in the back office is not only reduced, but also put on stage in a playful way through the new user experience.

Unused synergies, high throughput times

The modernization of client onboarding has been a focus of attention for Baloise Bank SoBa and Basler Insurance for quite some time. Cumbersome process steps and a lack of support in customer consulting led to long processing times and insufficient data quality for both parties. Accordingly, they pursued the same goal: a digital platform that would enable them to benefit from common synergies and automate processes. Furthermore, the new onboarding solution should make it possible to link the diverse systems of both companies and optimally integrate all persons involved in the process. Last but not least, both companies wanted to move away from manual checks of new customer relationships, internal checklists and physical documents.

 

Everybody participates

At the beginning, the project team analyzed the obstacles and needs of onboarding new customers in order to design the appropriate solution. This resulted in a tool called “Balboa”, which offers support in customer contact as well as in professional data processing in the core banking system. This allows employees to concentrate on the essentials during a consultation: building new customer relationships – personally and yet digitally. The new customer experience arouses curiosity about the broad product ranges of banking and insurance. While the advisor guides the customer through the intuitive process, the other person is curious about the broad product ranges of banks and insurance companies. The interactive user experience lets everyone playfully participate in the process. Contracts are generated in real time and can be signed during the consultation with a qualified electronic signature (QES) using a smartphone. At the end of the consultation, an IBAN is directly reserved in the core banking system for the new customer relationship. This means that the first transactions are already possible from this point on. Opening an account or applying for a life insurance policy now only takes a few minutes.

 

Supporting the back office

The Baloise Bank SoBa back office team also benefits from the new client onboarding. Thanks to “Balboa”, efficiency in processing customer dossiers has been significantly increased, as the software communicates with twelve different banking and insurance systems during the end-to-end process for fully automated information exchange. The back office employees always retain control of the open steps in the specially developed task overview – quasi THE central processing point. This makes processes less error-prone and much clearer. Never before has it been so easy for back-office teams to allocate tasks and meet deadlines. Thanks to UMB’s support, both the bank and the insurance company were able to take another important step towards their strategic goal of “Simply Safe” with “Balboa”.

We offer customers an uncomplicated conclusion of a contract without annoying forms or paper contracts. In a customer advisory service, we thus guide our counterpart in dialogue through the interactive and completely digital process - simply and securely.

Marco Meneghini, Project Manager Baloise Bank SoBa

Benefits

  • Efficiency increase in acquiring new customers
  • Improving the quality of data and work
  • High transparency in back office thanks to specially developed task overview.

12 systems
are operated fully automatically with information during the end-to-end process.

80 percent
of the documents are signed with a qualified electronic signature (QES).

100 percent
Customer satisfaction thanks to interactive user experience.

Your contacts

Patrick Brazzale
+41 44 317 18 12
patrick.brazzale@umb.ch