Forest road view from above

How banks can use client portals to enhance the onboarding experience

In this episode, we share insights into how a well-designed client portal with key capabilities can make or break the customer onboarding experience for corporate, commercial and SME banking clients.

As corporate, commercial, and small and medium-sized enterprise (SME) banking clients continue to expect a more user-friendly, efficient and digital onboarding experience resembling the ease of their consumer products, banks must place greater emphasis on the front-end user experience when it comes to client onboarding. Client portals are no longer just “transaction” hubs but are now the end-to-end engine of new customer relationships. EY leaders share their insight into how banks can transform client perception of the onboarding process by incorporating purpose-built, key capabilities into their client portals.

Key takeaways:

  • The client portal has evolved into a true two-way medium for banks to interact with their customers, and consumer perception of the portal dictates whether the client onboarding experience is a success or failure.
  • Successful portals are set apart by user-friendly interfaces, accessibility and key capabilities to meet consumer needs.
  • Document exchange, e-sign, onboarding process tracking and self-service trainings are among the key portal differentiators that set great client onboarding experiences apart.
  • To deliver successful client portals, banks can consider buying off the shelf, building in house or a combination, depending on bank capabilities to maintain.

Moderator:

  • Vinti Laungani, Manager, Corporate, Commercial, and SME Banking Consulting, Ernst & Young LLP

Presenters

Mike Chamas
Senior Manager, Corporate, Commercial and SME Banking (CCSB), Consulting, Ernst & Young LLP
Heather Giblin
Senior Manager, Corporate, Commercial and SME Banking (CCSB), Consulting, Ernst & Young LLP

Podcast

Episode 2

Duration 13m 14s

In this series

(Event List - Manual)

Why Corporate, Commercial and SME banks should rethink client onboarding

In this discussion, EY leaders share thoughts on the increasing need for banks to reimagine the client onboarding process for corporate, commercial and SME clients and how technology capabilities play a key role in enabling a true digital onboarding experience.
Podcast
Duration
24m 23s

Presenters

Juan Carlos Lopez

Managing Director, Corporate, Commercial, and SME (CCSB) Banking Consulting, Ernst & Young LLP US

Bob Wider

Senior Manager, Corporate, Commercial and SME Banking (CCSB), Consulting, Ernst & Young LLP