Digital Customer Onboarding

Onboarding Insights  

A significant number of new customers are attracted and onboarded online. The onboarding process is the first interaction the customer has with the organisation, and therefore it should be rock solid. A well-designed customer onboarding process supports the mission and strategy of an organisation, and increases conversion.

Customers expect digital, relevant and fast onboarding processes; a seamless integration of services with their mobile devices. Other companies are setting the norm, and financial services can no longer lag behind. In a commoditised market, a well-designed onboarding process has become a key competitive advantage.

It is challenging for organisations to find the optimal way of offering their services online; they need to balance security, compliance and risk, while keeping a seamless user experience. Innopay can help organisations to solve this struggle. We know the regulatory requirements, what customers want, what solutions and techniques are available, and how to apply these to the specific situation of an organisation.

Onboarding Events

In september INNOPAY hosted the Digital Customer Onboarding event. During the event we discussed and jointly discovered what digital customer onboarding in financial services could look like. Find the program here.

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1 - Digital Customer Onboarding introduction - Josje Fiolet - INNOPAY
2 - Risk management as enabler of the onboarding experience - Mesut Demirtas - ING
3 - Onboarding and Authentication: match made in heaven? - Sebastian Bärhold & Daniel Frances - IDNow & Veridium
4 - Onboarding journey of Moneyou - Maartje Visser - Moneyou


At Innopay we believe that the onboarding process should be flexible and modular, to be able to adhere to the rapid changing requirements. Our offering is also modular. We can help you design your onboarding strategy, support with compliancy, select the right solutions and partners, and ensure your organisation is ready to support it effectively.



Quick scan
How is my current onboarding process performing? 



Regulatory overview
What rules and regulations apply? 



Partner selection
What solution and partner is fit for purpose? 


Optimisation process
How to increase conversion of new customers applying for my product / service? 



Innovative compliance
How to have a compliant process and still offer a customer friendly experience? 



How to come from strategy to a successful go-live and maintenance thereof? 


Onboarding strategy
How to ensure onboarding enables the corporate strategy? 



Risk assessment
How to manage risks associated with the process? 



Project expertise
How to ensure an Agile and adaptive change process? 

Latest publications

20170918A Blog Signicat eID rapport social image eIDs for KYC: no silver bullet yet, but golden potential This blog elaborates on how financial institutions and Digital Identity Service Providers can play a role in aggregating information from different national electronic identity (eID) schemes to streamline KYC-processes.Read more...

corponb social Corporate banks and FIs: what’s the ETA of your onboarding process? Rapid technological development drives innovation of customer processes in many sectors. Yet, corporate banks and FIs are holding on to their current, outdated corporate onboarding processes. Innopay believes that banks and FI’s need to step...Read more...

Blogimage Banks are not using the regulatory potential for digital onboarding Incumbent banks still use regulatory requirements as an excuse to not improve their onboarding process, and therefore miss out the digital opportunities. Regulation increasingly provided solutions and opportunities to provide customers with the best digital...Read more...

social media image 2 Banks will lose when not changing their perspective on how to realise customer centricity Becoming customer centric, means that traditional banks need to be in it for the long haul and go through a long, disrupting and often uncertain transformation. It is therefore imperative to balance long term spend...Read more...

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