1. Initial Engagement
   • Lack of Clear Information: Use process discovery and mapping capabilities to visualize the ideal customer journey and identify information gaps, ensuring targeted content creation.
   • Complex Signup Process: Utilize process optimization features to streamline the signup workflow, reducing form submission and data collection bottlenecks.
   • Response Time Delays: Implement real-time monitoring of customer interactions, allowing for quicker responses from sales teams.
   • Misaligned Expectations: Use data analytics to track customer feedback and align communication strategies.
2. Customer Verification
   • Lengthy KYC Processes: Process mining identifies redundant steps, allowing RPA (Robotic Process Automation) to streamline data entry and verification.
   • Security Concerns: Process analysis highlights stages with sensitive data handling, enabling secure workflow design.
   • Verification Errors: Root-cause analysis helps reduce human errors with automation and validation.
   • Lack of Transparency: Build transparent workflows to give customers real-time status updates.
3. Contract Management
   • Lengthy Contract Negotiations: Apply process simulations to streamline contract approvals, automating repetitive tasks.
   • Legal Jargon and Complexity: Use decision modeling to standardize contract templates, making terms easier to understand.
   • Approval Delays: Workflow automation sends reminders for timely approvals.
   • Disputes over Terms: Use collaborative process design for real-time negotiation on terms.
4. Product or Service Setup
   • Complex Configurations: Process mapping simplifies the setup process into guided steps.
   • Technical Integration Issues: Integration analytics map data flows and pinpoint integration challenges.
   • Poor Communication: Real-time process monitoring keeps customers informed of setup progress.
   • Inadequate Resources: Capacity planning identifies resource gaps and provides needed support.
5. Training and Support
   • Insufficient Training: Process mining identifies common customer queries and informs targeted training.
   • Complex User Interfaces: Customer journey analytics highlight UI/UX challenges.
   • Availability of Support: Process monitoring tracks support availability and automates query routing.
   • Knowledge Gaps: Develop a dynamic knowledge base using customer insights.
6. Billing and Payments
   • Confusing Billing Structures: Use decision modeling to standardize pricing and make billing transparent.
   • Payment Method Issues: Process analytics identify payment challenges, suggesting integration improvements.
   • Delays in Invoice Generation: Workflow automation speeds up invoice generation.
   • Mismatch in Billing Expectations: Use process transparency tools to provide billing visibility.
7. Customer Handover
   • Lack of Continuity: End-to-end process visualization ensures a smooth transition between onboarding and support.
   • Delayed Handover: Implement automated workflows for seamless handovers.
   • Unclear Points of Contact: Use process documentation for clear role assignments.
   • Expectation Mismatches: Utilize feedback loops for real-time adjustments in support.

Case Study: Enhancing Customer Onboarding for a Global Financial Services Provider

Background

A global financial services provider struggled with lengthy and complex customer onboarding processes. The company faced challenges ensuring a smooth onboarding experience with a diverse range of products, resulting in customer dissatisfaction and delayed service activation. The onboarding process included extensive KYC (Know Your Customer) procedures, contract management, and technical setup for various digital banking services. The provider partnered with Ennuviz to deploy SAP Signavio Process Intelligence to enhance process efficiency and customer experience.

Challenges

• Lengthy KYC Processes: Customers faced delays due to redundant verification steps and manual document review, impacting satisfaction levels.
• Complex Contract Management: The contract negotiation and approval process was slow, with multiple departments involved, leading to delayed service activation.
• Technical Setup Issues: Integrating customer data with the company’s existing systems required manual intervention, causing further delays.
• Inconsistent Handover: Customers often experienced inconsistent communication between sales and account management teams after onboarding.

Solutions Implemented with SAP Signavio

🔷KYC Optimization:

• Process Mining was used to analyze the existing KYC workflow and identify redundant steps. The analysis revealed that multiple layers of manual checks could be automated.
• Ennuviz implemented Robotic Process Automation (RPA) for document verification and data extraction, reducing the KYC processing time by 40%.
• Real-time dashboards provided visibility into each KYC stage, allowing customers to track their progress.

🔷Contract Management Streamlining:

• The contract process was re-engineered using process simulation in SAP Signavio. This identified the optimal path for contract review and approval, minimizing back-and-forth between departments.
• Standardized contract templates were created using decision modeling, reducing the need for custom contracts and cutting negotiation time by 30%.
• Automated reminders and notifications ensured that all stakeholders acted promptly on approvals.

🔷Simplified Technical Setup:

• SAP Signavio’s integration analytics were used to map data flows and identify bottlenecks in the setup process.
• Automated data syncing between systems eliminated manual data entry errors, reducing integration time by 50%.
• Customers received real-time updates about their setup status through automated email notifications, enhancing communication and transparency.

🔷Improved Handover Process:

• Ennuviz utilized end-to-end process visualization in SAP Signavio to create a clear transition plan between the onboarding team and account managers.
• Automated workflows triggered handover tasks after completing onboarding milestones, ensuring a smooth transition.
• A centralized customer portal was set up, allowing customers to access support contacts and relevant resources post-onboarding easily.

Results

• Reduction in Onboarding Time: The overall customer onboarding time was reduced by 35%, significantly improving the time-to-value for new customers.
• Enhanced Customer Satisfaction: With a smoother onboarding experience, customer satisfaction scores increased by 20%.
• Cost Savings: Automating manual verification and contract approval processes reduced operational costs associated with onboarding by 25%.
• Increased Transparency: Real-time visibility into onboarding stages through SAP Signavio dashboards reduced customer inquiries about their status by 15%, allowing support teams to focus on more complex issues.

Conclusion

By deploying SAP Signavio Process Intelligence, Ennuviz helped the global financial services provider transform its customer onboarding process. The solution improved internal efficiency and enhanced customer satisfaction by providing a more transparent and streamlined onboarding experience. This case study demonstrates how a data-driven approach using SAP Signavio can be pivotal in overcoming common onboarding challenges.