We worked closely with business, operations, compliance and technology stakeholders to redesign the end-to-end onboarding experience. Through a series of discovery workshops, the team mapped onboarding journeys across multiple account types, identified operational bottlenecks and prioritised opportunities for automation and improved user experience.

Using an iterative Agile delivery model, we designed and delivered a modern microservices-based onboarding platform built on the client’s Azure technology stack. The solution introduced fully digital onboarding journeys for multiple account entities, integrated workflow management, automated business rules, embedded identity verification and compliance checks, secure document submission and real-time application tracking to streamline processing while reducing operational risk.  

The team blended seamlessly into the client’s delivery model, coordinating across multiple internal teams while leveraging AI-assisted development and productivity tools to accelerate delivery and maintain quality throughout the program.

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The new platform transformed a traditionally manual onboarding process into a streamlined digital experience for advisers, investment clients and operations teams.

Key outcomes included:

• Improved the speed of onboarding new investment clients by up to 42%.
• Reduced individual account onboarding from several days to less than one hour.
• More than 1,900 new accounts created online within the first six months of launch.
• A modern digital onboarding experience supporting multiple account entity types.
• Reduced manual administration and rework through upfront validation, automated business rules and integrated compliance checks.
• Embedded AML/CTF compliance and risk assessment directly into the onboarding journey.
• Improved release cadence, enabling new enhancements to be delivered every 3–4 weeks.
• A scalable platform architecture positioned to support future business growth and ongoing innovation.

By modernising one of the organisation’s most critical customer journeys, we helped establish a foundation for faster client onboarding, improved adviser productivity, stronger regulatory compliance and a more agile digital platform capable of evolving alongside the business.

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