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

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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

Onboarding trust Onboarding is not about compliance; it's about trust Should security and convenience exclude each other in the customer onboarding process? Josje Fiolet, Digital Onboarding lead at INNOPAY, says “no”.Read more...

180220onb How to optimise your customer onboarding journey: align your modular building blocks The INNOPAY Digital Customer Onboarding Benchmark revealed that higher performing banks are able to better position and align their different modular building blocks. Aligning these blocks results in a "low effort / high response" process...Read more...

2 mannen laptop shutterstock 158522279 Digitally transforming the corporate client onboarding process: where to start? Technology has enabled innovation, but Financial Institutions (FIs) are not using its potential to improve their corporate client onboarding processes. This is contrary to what we see in the retail market, where the digital transformation...Read more...

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...

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