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 Benchmark

In December 2017, INNOPAY analysed the onboarding processes of retail banks. This results in a benchmark which reveals that smaller newer banks outperform their more established competitors. Read more about INNOPAY's benchmark here.

bench1Source: INNOPAY analysis Q4 2017


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? 

Onboarding Events

Screen Shot 2017 10 09 at 8.48.29 AM

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.


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

Latest publications

disruptive shutterstock 379387615 Turning the Anti-Money Laundering Directive into a competitive advantage Financial service providers are challenged by Bigtechs to build international scale for their innovative products. Cross-border introduction of innovative digital payment and loan products is a difficult game however, as local implementations of the Anti-Money...Read more...

onboarding effort response Unlock the potential of your onboarding process: banks, you never get a second chance to make a first impression, so you’d better do it right! Opening an account is one of the first interactions a new customer will have with you as a bank. And it is a true cliché that ‘you never get a second chance to make a...Read more...

Screen Shot 2017 11 27 at 11.51.51 Think hard before outsourcing your new onboarding process Get a grip on the onboarding redesign process by using a simple 3 Step plan. Begin with strategic relevance. Next relate your strategy to concrete issues like customer interaction and regulatory requirements. Only then work...Read more...

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...

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