Banking

A large number of parallel application routes stem from different input channels, such as online portals, sales partners, and internal teams. These routes differ depending on the type of company, product, or region. They are often based on software developed individually that requires extensive maintenance. There is a lack of uniform user guidance and a central overview of open cases that need clarification or the current processing status.

This fragmentation results in long processing times, high manual effort, and poor customer experience. Applicants often do not know whether their application is complete or what stage of the review process it is in. Manual clarification of queries ties up resources and delays activation. Meanwhile, regulatory requirements are increasing, adding to the complexity.

KYC data is often recorded and checked using manual forms, email, or non-integrated, individual solutions. Different requirements apply depending on the customer type and product, and these requirements are often not implemented consistently. Documents are requested separately, and identity verification is carried out using external tools. The overall process is neither transparent nor fully digitalized.

These issues lead to media disruptions, long processing times, and high coordination efforts. Customers often do not know whether their details are complete or which steps are still outstanding. Manual clarification of queries ties up resources and delays activation. Meanwhile, regulatory requirements are increasing, as is the obligation to provide evidence to supervisory authorities.