Customer Onboarding & Account ManagementPurpose
1. Automate sending smart reminders to customers who started but have not completed the onboarding process for new savings bank accounts.
2. Automating nudges via preferred communication channels (SMS, email, WhatsApp, app notification, or phone call) to recover incomplete applications and maximize conversion.
3. Automation dynamically adapts message schedules/frequency based on customer interaction and past behavior.
4. Automation logs every reminder, updates CRM, and informs account managers of status.
5. Automator initiates escalation workflow after repeated non-responsiveness, offering alternate support channels or personalized outreach.
Trigger Conditions
1. Onboarding remains incomplete for a predefined period (e.g., 24/48 hours, 7 days).
2. Automated trigger from status update in core banking app or onboarding CRM.
3. Trigger from user exiting digital onboarding journey without final submission.
4. Failed document upload or KYC verification triggering workflow.
5. CRM flag of “incomplete onboarding” status.
Platform Variants
1. Twilio SMS
- Feature/Setting: Flow Studio ‘Send SMS’ — configure API to dispatch reminders based on onboarding stage and customer phone.
2. SendGrid
- Feature/Setting: ‘Send Email’ endpoint — automate email reminders with custom templates when onboarding stagnates.
3. Slack
- Feature/Setting: ‘Chat.postMessage’ API — automate notifications to internal staff for high-priority incomplete onboardings.
4. Microsoft Teams
- Feature/Setting: Incoming Webhook — automate escalations and alerts for unresponsive cases to bank onboarding teams.
5. WhatsApp Business API
- Feature/Setting: ‘messages’ endpoint — automate personalized WhatsApp nudges for document or step completion reminders.
6. Salesforce
- Feature/Setting: ‘Workflow Rules’ and ‘Process Builder’ — automate flagging, reminder tasks, and tasks for account managers.
7. HubSpot
- Feature/Setting: ‘Workflows’ — automate follow-up email and SMS sequencing for incomplete onboardings.
8. Zendesk
- Feature/Setting: ‘Triggers’ — automate opening support tickets for incomplete onboarding or customer follow-up.
9. Google Workspace Gmail
- Feature/Setting: ‘Gmail API send’ — automate sequenced email reminders to incomplete onboarding customers.
10. Outlook 365
- Feature/Setting: ‘Send mail’ API — automate reminder emails directly from bank’s official domain.
11. Intercom
- Feature/Setting: ‘Outbound Messages’ — automate chat reminders for customers who abandoned onboarding.
12. Freshdesk
- Feature/Setting: ‘Dispatch’r Rules’ — automated ticket creation for manual intervention.
13. DocuSign
- Feature/Setting: ‘Envelope status’ webhook — automate reminders if documents not signed.
14. Zoho CRM
- Feature/Setting: ‘Workflow Rules’ & ‘Scheduler’ — automate task escalation and reminder emails/SMS.
15. Mailgun
- Feature/Setting: ‘Messages API’ — automate campaign-based email reminders.
16. Aircall
- Feature/Setting: ‘Automated outbound call API’ — automate calls to customers for onboarding completion.
17. Pipedrive
- Feature/Setting: ‘Activity Scheduler’ — automate tasks/reminders for RM follow-up.
18. AWS SNS
- Feature/Setting: ‘Publish’ — automate SMS/Push reminders using Amazon SNS for scalable communication.
19. Facebook Messenger
- Feature/Setting: ‘Send API’ — automate chatbot reminders on social channels.
20. Telegram Bot
- Feature/Setting: ‘sendMessage’ — automate direct Telegram bot reminders for digital natives.
21. ActiveCampaign
- Feature/Setting: ‘Automations’ — automated branching for multi-step onboarding nudges via email/SMS.
22. Monday.com
- Feature/Setting: ‘Automations Center’ — automate board item updates and alerts for incomplete onboardings.
Benefits
1. Automated reminder sequences increase onboarding completion rates and deposit mobilization.
2. Automating customer nudges optimizes staff productivity by reducing manual chaser tasks.
3. Automated, data-driven scheduling increases relevance and response, reducing drop-offs.
4. Automation provides audit logs, boosting compliance and traceability in savings bank processes.
5. Escalation automation guarantees personalized support, safeguarding customer experience.
6. Automation platform diversity enables omnichannel reach, maximizing automation efficiency.