# Treasury Management Onboarding: Tier 1 Bank

## The Results

### **Summary**  
The Tier 1 Commercial Treasury team is streamlining its integrated payables onboarding process, reducing errors during implementation and build-out, accelerating time-to-market, and improving customer satisfaction through automation and data integration.

### **Problem**  
The bank’s Commercial Treasury team struggled with drawn-out and error-ridden onboarding experiences, primarily caused by a lack of available product knowledge and visibility into their third-party enabled Payables solutions. This lack of visibility ultimately trickled throughout the organization. Specific challenges included:

- **Slow onboarding:** Manual ‘stage-gate audits’ caused by high error rates drastically slowed down onboarding and activation timelines.
- **Poor communication:** Lack of client and banker visibility into the onboarding process led to a high volume of inbound calls and emails for status updates.
- **High support volume:** A lack of real-time information and automated workflows led to a high volume of inbound calls and emails from clients and bankers seeking status updates.

### **Solution**  
OvationCXM worked with the bank to create a comprehensive solution combining automation, integration, and knowledge management. This solution included:
- **Unified interface**: A single, four-panel screen to consolidate all real-time interactions, client data, and related tasks.
- **Journey orchestration**: Real-time visibility into the onboarding process for all stakeholders, including bankers, clients, and financial institutions.
- **Data synchronization**: Seamless data exchange with third-party ecosystem providers to ensure accurate and up-to-date information.
- **Enhance data analytics**: Advanced analytics to identify trends, optimize workflows, and improve decision-making.
- **Knowledge base**: A centralized repository of product knowledge and how-to guides with easy access to relevant information and how-to guides, reducing errors and accelerating the onboarding process.

### **Benefits**  
As a result of this comprehensive solution, this Commercial Treasury Team forecasts the following outcomes:
- A **75% increase in customer satisfaction**, leading to deeper relationships and increased product adoption.
- A **20% reduction in onboarding time**, saving valuable time and resources.
- A **30% decrease in inbound service calls**, streamlining operations and improving efficiency.

By streamlining the onboarding process, the Tier 1 Commercial Treasury team unlocked significant operational efficiencies, allowing them to focus on strategic initiatives and deliver exceptional value to their clients. Read more about our [Treasury Management Journey Orchestration](/content/industries/treasury-management-service/index.html).

Read the full [Treasury Management Onboarding: Tier 1 Bank case study](https://cdn.prod.website-files.com/633ae5005ebe99233fbae7db/678948e22547ace8d2d4f063_Tier%201%20U.S.%20Bank%20-%20TREASURY%20management%20-%20Customer%20Spotlight%20INT%202%20(1).pdf).