Client Lifecycle Management (CLM)

1. Fragmented Manual Processes.

High manual offline processes and few digital results big silos & lack of global orchestration.

2. Changing Client Expectations.

No streamlined & centralized communication system makes clients frustrated resulting in the risk of client loss & client retention.

3. Shift from Product-Centric to "Customer-Centric"

Weak customer identification, manual steps to verify customer verification creates challenges for banks to move to customer-centric approaches.

4. Fintech Disruption

Apart from continuous changing compliance, non-availability of AI, RPA creates monotonous & manual tasks prone to more errors & data discrepancies.

5. Client Data Discrepancies

Banking having legacy systems from quite many years have multiple snapshots of data for the same client, with no easy way of automated tracking. No centralized client view.

6. Lack of Team Task Assignment & Ownership

With multiple internal & external user personas involved across CLM, there is no visibility of tasks assignment view at each case level and across the different lifecycle - Onboarding, KYC & Customer Service.

7. Changing Compliance & Long IT Change Management Process

Due to the continuous rising storm in compliance, banks & financial institutions have to go through a long change IT management process, waiting for a longer time to get changes on live to align with changing/ new compliance.

The Client Lifecycle Management solution offers multiple modules consisting of Customer Portal, Digital Client Onboarding, Enhanced Due-Diligence & KYC, Client Maintenance, and Customer Service.

1. Connected CLM Processes

Connect your customer portal, client e-banking system, Salesforce, or any other legacy systems to digitalize all CLM touchpoints & processes - client onboarding, KYC, client communication, and customer service.

2. Single Detailed Client View

A single client view surfacing data from multiple connected systems across CLM, KYC, Onboarding, Related Parties, Compliance, Documents Management and more.

3. Intelligent Documents Automation

Automatically classify any documents such as Identification Proofs and Legal Entity Incorporation Certificates and tag them to the right client or case reducing the high volume of manual admin activities. Seamless integration of centralized client document stores with DocuSign.

4. Digital Client Onboarding

New prospects can initiate new relationships with banks to quickly key in the minimum information required directly from the client portal. Clients can upload documents, and the solution auto extracts and fills in the information on the case and profile automatically.

5. Streamlined Automated & On-Demand KYC's

Automatically reads through CBS (core banking system), and kicks off the KYC cases based on client risk profiles.

6. Unified Communication Channels

Ready to use integrations with Amazon Connect CCP & Twilio to bring your call center on the CLM application on Appian, to address customer problems or requests.

7. Back-Office Processes Factories for RPA

Deploy bots using Appian RPA on your legacy or core banking systems. Get notified/ alerted for any of your client's critical data discrepancies sitting across multiple systems.

8. Next-Generation Customer Service

Omnichannel capabilities & powerful communications allow agents to resolve customer cases faster!