Customer Onboarding Assessment

An analysis, roadmap and approach to get your customers sucessful online within 5 weeks

The assessment is the perfect way to gain insight into your current situation and to help you provide a roadmap and approach for the future.

Why a Maturity Asessment?

Onegini consultants often saw the level of onboarding at a premature level in terms of strategy, organization, channel & resource allocation, architecture & security and reporting and optimization. That’s why a framework was created and focuses on the most crucial step to do right from the start: customer onboarding. This is the process to get your customers and their ‘top tasks’ online. It is the first digital contact between you and your customer, a key moment that requires attention! Do it well and it is the first step towards a healthy and relevant relationship with your customer.

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Our plan involves

  • Desk analysis in order to draw the current onboarding process from the perspective strategy, organization, channel & resource allocation, architecture & security and reporting and optimization.
  • Interview sessions to verify the situation and gather insight into strategic goals.
  • Two inspiring workshops to define the goals from all perspectives.
  • A roadmap and approach to get your customers online succesfully.
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Start executing when

  • Onboarding is behind on schedule
  • Optimizations have little effect and best practices are lacking
  • A balance between usability, compliance & security is hard to find
  • You need input for a business case, RFI or RFP
  • You need a plan of approach

Topics discussed

Among others: stork & levels of assurance, conditional profiling, step up, authentication, identification, omnichannel, customer experience, KPI’s, social login, biometrics, customer data, lite registration, end-to-end responsibility, app, web, GDPR, customer effort, customer service score, (un)happy flows analysis,

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