Small Business Onboarding Process Redesign

Challenge

A major Australian bank wanted to reduce the time it took to open business transaction accounts. The process involved multiple handoffs, little straight-through processing and limited visibility of end-to-end performance.

What we found

Time to open couldn’t be measured reliably, and work was waiting in queues, being reworked and checked more than once.

How we helped

We deployed Cinc Performance Insights to measure time to open for the first time, then redesigned how work was allocated and checked, improved the quality of incoming submissions and piloted the new approach.

Team members involved: Peter Campbell, Steven Tan and Louis Auclair.