Automating Onboarding Processes with Backbase Business Process Engine

Project overview

Client: A leading commercial bank in Singapore aiming to enhance efficiency and customer experience in onboarding retail and corporate clients.

Objective: To deploy a business workflow system that automates the end-to-end onboarding process for new customers. The system leverages the Business Process Engine (BPE) in the Backbase platform, integrated with Camunda and Case Manager. The goal was to streamline customer onboarding, reduce manual intervention, ensure regulatory compliance, and enable faster time-to-market for onboarding services.

The challenge of project

Manual and Time-Consuming Processes: Customer onboarding required extensive paperwork and manual data entry, resulting in delays.
Fragmented Workflows: Different departments (e.g., compliance, operations, sales) operated in silos, causing inefficiencies and poor coordination.
Compliance Complexity: Stringent regulatory requirements in Singapore, such as MAS (Monetary Authority of Singapore) guidelines, required meticulous KYC and AML checks, increasing
High Drop-Off Rates: Customers often abandoned the onboarding process due to delays and a lack of visibility into the process.
Scalability Issues: The legacy system struggled to handle growing transaction volumes, limiting the bank’s ability to onboard customers during peak periods.

Solution

To address onboarding challenges, a business workflow system was implemented using the Backbase Business Process Engine, Camunda, and Case Manager. Below are the key components of the solution:

A. Backbase Business Process Engine

1. Centralized Workflow Orchestration

The Business Process Engine in Backbase was used to orchestrate and manage all onboarding workflows.
It connected various departments and ensured seamless data flow.

2. Customizable Workflows

Flexible workflows were designed to accommodate different onboarding scenarios for both retail and corporate customers.

3. Integration with Core Systems

The Backbase platform was integrated with the bank’s core systems, enabling real-time data synchronization and validation.

B. Camunda for Workflow Automation

1. Process Automation

Camunda was utilized to automate complex workflows such as:
- KYC and AML checks
- Document verification
- Risk profiling

2. BPMN (Business Process Model and Notation)

Business processes were modeled using BPMN standards, ensuring clarity and efficient execution.

3. Dynamic Task Allocation

Tasks were dynamically assigned to appropriate teams or individuals based on predefined rules, reducing bottlenecks.

4. Real-Time Monitoring

Camunda provided insights into workflow performance, enabling proactive resolution of delays or issues.

C. Case Manager for Exception Handling

1. Flexible Case Management

The Case Manager module handled exceptions and non-standard cases (e.g., missing documents, high-risk profiles) that required manual intervention.

2. Task Collaboration

Teams across departments collaborated on cases in real time, ensuring faster resolution.

3. Audit and Compliance

Every action within a case was logged, providing a transparent and auditable trail for regulatory compliance.

D. End-to-End Features

1. Automated Document Processing

Integrated OCR and AI tools extracted and validated data from uploaded documents.

2. Customer Portal

A self-service portal allowed customers to track onboarding progress and receive real-time notifications.

3. Compliance Integration

The system integrated with external databases for KYC/AML checks, including Singapore’s Credit Bureau and Watchlist Screening Services.

4. Performance Insights

Dashboards provided analytics on onboarding times, customer drop-off rates, and process bottlenecks.

Final results

The implementation of the business workflow system delivered transformative outcomes:
- Reduced Onboarding Time: The average onboarding time decreased from 7 days to 24-48 hours, improving customer satisfaction.
- Increased Efficiency: Automation reduced manual intervention by 60%, allowing employees to focus on high-value tasks.
- Enhanced Compliance: Automated KYC/AML processes ensured full compliance with MAS regulations, reducing the risk of penalties.
- Improved Scalability: The system could handle 300% more concurrent onboarding requests, enabling the bank to meet demand during peak periods.
- Lower Drop-Off Rates: Customer engagement features and faster processing reduced onboarding abandonment by 25%.
- Transparent Process: Customers received real-time updates on their onboarding status, boosting trust and satisfaction.

Project Details

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