Rabobank

Rabo IDB

Customer Onboarding

A customer onboarding app for customers in Belgium and Germany that allows them to open a new Rabobank International Direct Banking bank account in minutes instead of days.

Their Challenge

Previously opening a bank account with Rabobank International Direct Banking was a process that could take up to days or even weeks before customers could access their new bank account. In the old procedure the customer needed to fill in one big form, that needed to be printed out and sent back to the bank. After the customer had sent the form, there was no insight in the onboarding status. Additionally, the process in the core banking solution was very inflexible. Changes in the process could only be implemented two times are year during a scheduled release of the core banking system.

To create a better solution, there were three focus points: Quick signup, insight and flexibility. Firstly, the customers needed to get a personal area where they could provide their information step-by-step. In this personal area they get full insight into their onboarding status and they know when to provide new information. Secondly, we needed a flexible process, where continuous improvement is possible. Instead of deployments twice a year, we aim for a release every other week.

You don’t always need to be the most innovative in the market, but you do need to ensure you are at speed with the market. If a bank is able to adapt technology in weeks or months after the market launch, I think clients will accept that. But if you need three, four years, they will not accept it anymore.

Paul Kammerer- Head of business development and strategy at Rabobank

Our Solution

With Mendix it was possible to provide a flexible front-end application for the customers where all onboarding steps take place in a centralized environment. The customer can login to a personal account, with the same look and feel as the banking application (PoLo). In this personal account customers are guided to provide additional information, initiate a remote identification process with a third party and are able to connect the correct reference bank account to their new savings account. During this step-by-step process they are updated on the progress in their onboarding process.

Additionally, a web application was provided for the back-office employees. In this application the back-office employees can get real time insight in the onboarding process of the customers and are able to help the customer to smoothly finalize the onboarding. Finaps took over the development of Customer onboarding from another partner just before going live. Initially to provide Mendix maintenance and support. However Rabobank was so impressed with our efforts that the two organisations have since formed a strong partnership. Since then we have further developed the app for Germany and developed a new app for Belgium.

Finaps has an extensive knowledge of the Mendix platform and is able to deliver cost-effective and customer-friendly solutions in a very short space of time. Finaps now takes care of the development and operation of this flexible front-end application which seamlessly integrates with the existing core systems of Rabo IDB. Both parties want to continue to build this strong relationship long into the future to provide the best service possible to the existing customers and to also hopefully attract new ones.

The collaboration with the Finaps team is great. During the Customer Onboarding project and in the DevOps phase, we learned a lot from each other and worked together to make a fast and stable app

Evert Pattyn – Customer Care Manager at Rabobank

Industry

Financial Services

Technology

Mendix

Solution

Digital Innovation

A portal that gives the applicant insights into their process

In the old procedure the customer needed to fill in one big form, that needed to be printed out and sent back to the bank. After the customer had sent the form, there was no insight in the onboarding status.