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XCS-01 · Banking
ADCB - Customer Onboarding Platform
The first banking multi product onboarding platform
How do you:
- ·Increase sales by ±30%
- ·Reduce the cost to sell by ±40%?
- ·Increase customer satisfaction by ±60%
ADCB faced multiple challenges in its lending process, simply put; stagnant conversion, high cost of sales and frustrated customers. Our mission, increase sales across all credit portfolios, increase customer satisfaction and reduce the cost to convert.
The sales process (and systems) in a bank is typically siloed with each credit and lending product teams targeting customers with singular propositions. Sales team have a high turnover and represent a large cost of sales thereby increasing the cost of customer acquisition.
Define & design a new sales journey that allows sales team to capture multiple credit / lending product sales opportunities with new and existing customers.
Design the platform across a multistage roadmap to incorporate personal finance, auto finance, credit cards and mortgages on desktop, tablet and mobile devices.
Services:
01 – Understand the Problem
Mapped the credit value chain to uncover where siloed teams, manual processes, and system fragmentation blocked growth and frustrated customers.
02 – Shift to solution-led selling
Redesigned journeys to focus on customer needs enabling agents to offer multiple relevant products in one conversation.
03 – Enable multi-product applications
Created a single flow where customers could apply for several credit products in one session, reducing friction and increasing product uptake.
04 – Integrate systems around the journey
Connected KYC, credit checks, CRM and government APIs to deliver real-time eligibility, compliance, and a seamless user experience.
05 – Design for self-serve and assisted sales
Built a flexible, omnichannel platform for use by agents or customers–reducing acquisition costs and improving access.
“This wasn’t just a digital transformation, it was a total rethink of how we approach lending. We moved from a fragmented, transactional process to a unified, relationship-driven sales journey. By introducing a multi-product onboarding platform and a single view of credit eligibility, Jana and team empowered our teams to sell smarter and serve faster. The results speak for themselves!”
Waleed EwedaHead – Experience Design
