After signing, new customers are automatically logged into their accounts, making them twice as likely to deposit funds
AreaBanking, Customer onboarding, Enterprise
Avanza achieved a 120% increase in signed documents
Customers of an online bank would naturally expect to be able to conduct their business online, wouldn’t they?
Of course they would, and Avanza’s customers had no reason to expect otherwise—with one glaring exception.
“We had a problem,” explains Mikael Lindahl, Business Developer for Avanza Bank. “When a new customer signed up on our web site, we had to send them a paper document, and they had to sign it and send it back to us.”
In terms of customer experience, this was an unfortunate way to begin the relationship, to say the very least. Not to mention the unnecessary administrative burden it placed on Avanza.
“It could take days, or weeks, even months,” says Lindahl. “We wanted to shorten that. And we wanted to do it by signing the document online.”
But Avanza’s legal team would only accept e-signing on the condition that the solution met two crucial security requirements:
- e-identification to authenticate the signing party
- PKI-based data integrity technology to protect the signed document
“We had a problem. When a new customer signed up on our web site, we had to send them a paper document, and they had to sign it and send it back to us.”
Customers of an online bank expect the convenience of a digital onboarding process
Weeks of delay before customers can transfer funds into their new account
Admin burden of processing signed paper forms, including data errors
Avanza saw Scrive as the partner who could deliver all this
“We never had a faster accept by Legal on a project,” according to Avanza Solution Architect Henrik Littecke. “They loved Scrive!”
By integrating the Scrive eSign service into their onboarding workflow, Avanza gave their new customers a quick and easy way to start using their new account. And in doing so, eased their own admin headaches: no paper, no waiting.
To sign the onboarding documents online, customers authenticate themselves using their Swedish BankID, a standard feature of the Scrive signing interface. And the integrity of each signed document is ensured for the lifetime of the document, which is secure and searchable in the Scrive E-archive.
In signed document conversion rate when signing remotely and electronically
In total deposits in the first year of rolling out Scrive eSign
In total average onboarding time while volume of accounts quadrupled
“When the document is signed online, we automatically log the customer into their new account...They are more than twice as likely to transfer money to us.”