Next-Gen Onboarding: Seamless, Digital-First Customer Journey Qorus-Infosys Finacle Banking Innovation Awards 2025
Sri LankaCategory
Customer Experience InnovationKeyword
Customer acquisition & loyalty, Customer service, Digital channels & Omnichannels
Innovation presentation
Concept and Objectives
The Next-Gen Onboarding initiative is a fully digital, paperless customer onboarding platform designed to unify and automate the entire account opening process. Leveraging Finacle APIs and backend integration, it streamlines customer creation, account setup, AML check and service registration including SMS alerts, e-statements, internet banking, debit cards, and digital signatures into a seamless, real-time workflow. The primary objectives were to reduce onboarding time, eliminate redundant data entry, ensure compliance, and improve customer experience.
Reasons Behind
Traditional onboarding involved multiple touchpoints, physical documents, and disjointed processes, often requiring customers to visit branches several times. This created delays, operational inefficiencies, and customer dissatisfaction. Recognizing the need for agility, speed, and customer-centricity in a competitive digital landscape, we aimed to radically simplify the journey.
State of Competition
While digital onboarding is becoming common, most solutions offer fragmented functionality or depend heavily on manual intervention. Next-Gen Onboarding is differentiated by its deep integration with Finacle and real-time orchestration of all onboarding steps via a single interface, even from remote locations using tablets.
Sources of Inspiration
We studied leading digital banks, feedback from branch staff, evolving customer expectations, and regulatory needs. Global neobanks and fintech user journeys served as benchmarks for simplicity and speed.
Departments Involved
The initiative was led by the Application Support team, with close collaboration from Retail Banking, Compliance, IT Infrastructure, Digital Channels, and Operations.
Main Results So Far
*Reduced onboarding time from over 2 hours to under 10 minutes.
*100% paperless process across all branches.
*Enabled mobile onboarding via tablets at offsite locations.
*Enhanced customer satisfaction, operational efficiency, and compliance.
*Won strong internal recognition and is being scaled bank-wide.
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