Case Studies

Fully integrated omni-channel onboarding solution for Banque du Léman

22nd has designed and implemented a fully integrated omni-channel onboarding solution for Banque du Léman.

The solution covers the digital onboarding of private customers including joint customers, including:

  • Self-service onboarding via the website including digital identification and signature

  • Digital onboarding via the customer advisors in the branch

  • Hybrid onboarding, initiated & led by a customer advisor and completed by the customer online

The solution is based on the CLM Suite, a holistic client lifecycle management system designed and developed jointly by Swisscom and 22nd.

The project was implemented within 9 months and rolled out in 2 phases:

  • Phase 1: “Standalone version” End-to-end onboarding journey, without integration into the core banking system and other third-party systems

  • Phase 2: “Integrated version” End-to-end onboarding including almost complete integration into core banking system and other third-party systems

Numerous external services and “plug-ins”, e.g. address verifier, online identification & signature service and PEP check, have been integrated to enable an emotional, efficient and legally compliant end-to-end onboarding journey from the customer to the back office.

„With the introduction of the CLM Suite, Banque du Léman has increased the efficiency of its client advisors and back office staff. In addition, onboarding has become a customer experience and allows us to onboard our customers across all major channels. With the support of 22nd , we were able to implement a highly innovative solution that brings great benefits to our customers and employees (front & back office). Since the go-live in June 2021, we have already been able to win over 1,400 new customers via this route.“
Philippe Brunier
COO Banque du Léman
„The modular architecture of the CLM suite, combined with 22nd's broad and deep expertise, enabled us to simplify and digitize a highly complex process from front to back within a very short time. Our customers and employees love the new & modern onboarding process!“
Frédérique Werdefroy
Head of Digital Projects, Banque du Léman