Case Study / Financial Service
Digital Onboarding and Customer Experience Enhancement
How Infinitas Advisory redesigned the onboarding journey for a major UAE retail bank, reducing cycle times by 45% and eliminating paper-based verification bottleneck.
Engagement Profile
Paper-based processes and customer friction
The bank was experiencing high abandonment rates (over 55%) in its digital account opening funnel. The legacy onboarding process required physical branch visits or courier paper handoffs, taking an average of 7 business days to complete account setup, verification, and debit card issuance.
Legacy Constraints & Friction
Accelerated Execution Model
Structured Execution Process
Our rigorous, milestone-driven advisory roadmap from immediate diagnostics to complete capability transfers.
Journey Diagnostics
Mapped existing customer drop-offs and identified 14 redundant steps in the account application lifecycle.
API Integration & Compliance
Collaborated with regulatory affairs and IT to securely configure UAE Pass and local compliance APIs.
Pilot Run & UX Tuning
Released a sandbox version to a limited focus group of 1,000 users to refine form validation logic.
Enterprise Rollout
Deployed the onboarding system production-wide, accompanied by customer support retraining.
Integrated Execution Capabilities
Advisory disciplines applied simultaneously to deliver maximum velocity, compliance assurance, and capability transition.
Seamless eKYC Architecture
Configured API layers to extract verified user data with zero manual entry required from applicants.
Regulatory Alignment
Ensured the entire digital journey remains fully compliant with Central Bank of the UAE (CBUAE) onboarding circulars.
Continuous Journey Analytics
Set up real-time dashboards to track funnel velocity, highlighting drop-off points as they happen.
Cross-Functional Transformation
Coordinated technical development, legal clearance, and branch communications into a unified roadmap.
Legacy Operations vs. Infinitas Managed State
Comparative performance mapping showing direct operational efficiencies achieved across key parameters.
Transformative Operational Aspect Mapping
| Operational Aspect | Legacy Configuration | Infinitas Managed State |
|---|---|---|
| Onboarding Cycle Time | 7 Business Days with branch visit | Under 10 Minutes remote activation |
| Compliance Auditing | Manual batch audits every quarter | Continuous real-time schema validation |
| Onboarding Drop-off Rate | 58% customer loss due to friction | Reduced to less than 12% drop-off |
| Operational Cost | High admin cost per manual application | 80% reduction in verification overhead |
FAQ
Frequently Asked Questions
Targeted project delivery insights for program sponsors, executive teams, and compliance auditors.
How does the onboarding system align with CBUAE regulations?+
The platform integrates biometric validation and official government API channels (UAE Pass) to execute multi-factor identification, matching all regulatory guidelines for non-face-to-face customer onboarding.
What third-party APIs were integrated?+
We integrated UAE Pass for digital signature and authentication, local identity register APIs, and real-time AML monitoring databases.
How did branch staff adjust to the change?+
We rolled out a training program transitioning branch teams from application-processors to high-value advisory consultants.
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