Nordnet streamlines their onboarding process with digital forms, e-signing, automation and cloud storage
With the help from digital forms, e-signing, automation and cloud storage, Nordnet has now increased their conversion rate from 33% to 71%.
Solutions: Digital forms, e-signing, automation and cloud storage
Nordnet is a digital bank for investments and savings with operations throughout the Nordic region. The company’s long-term vision is to help their customers become the best investors they can become. To succeed with this, they need to have fast, smart and user-friendly tools that helps and simplify for their customers – We at Releye helps them to realize that vision!
Being a customer of a bank means that a lot of information and documentation must be handled. Agreements must be signed, permissions must be approved, personal information must be specified, etc. Signing with an analog signature or returning signed forms by letter is many times required. Handling of incoming paper documents means a lot of administration work for the bank.
There are laws and regulations that oversee how declarations and information should be handled, the bank’s application forms, agreement documents and conditions appendices must, of course, follow these regulations. It is also important that they are designed in a way that makes it easy for the customer to respond, sign and submit information to the bank.
Creating new or changing the existing templates and forms for, for example, different types of agreements often takes a long time and requires a lot of resources. That is why Nordnet turned to us – to get help and find the solution to the problem.
Our mission was to solve Nordnet’s problem from three different perspectives:
Faster and more cost-effective publishing of digital forms – Like all other banks and finance companies, Nordnet has a huge number of application forms, contract documents and conditional attachments that should be handled. Nordnet’s earlier solution required the IT department to be involved when a form was to be digitalized or when existing digital forms were to be changed. This was a very time-consuming process where a lot of time was needed in order to implement and therefore the changes were often down-prioritized.
Customer experience – After the customer filled in a form on the website, the next step was to print the agreement, sign it and then submit it by regular mail to Nordnet, to get an approval. It was a slow and manual process which in many cases became an obstacle for the customer.
Internal administration – Previously, Nordnet was very dependent on internal administration team. If the number of incoming applications increased, Nordnet had to hire more employees to handle the amount of incoming applications, meaning: all the paperwork and scanning of different documents. Nordnet’s administration department was not scalable and required a lot of administrative resources.
”The solution provides our business with the opportunity to automatize and digitize customer journeys without the help of the IT department. We see that the need for coworkers to be able to own and manage their processes and customer journeys will increase in the future. This is why we have chosen to do this together with Releye, Sweet and Scrive.”
Solution – All agreements on Nordnet’s website become digital
Forms management in Sweet Forms
Thanks to Sweet Forms Nordnet’s employees can create and edit agreements themselves. They do not need to have any earlier knowledge of web development in order to manage the administration. The digital forms which are created in Sweet Forms are dynamic, compared with a conventional form, which means that several forms can often be combined into a digital form. The layout of the digital forms can be adjusted and have the same graphical profile as the customer’s website and internet bank.
Digital e-signing of agreements
Digital forms are signed with BankID and in some cases with a digital pen. Together with the signing solution from Scrive, Sweet Forms, also supports several different signatures on the same form. The purpose of this solution was to make the process faster and easier for the customer, who can now sign the agreements directly with the help of BankID. A solution that contributes to reduced administrative work and which removes obstacles that previously existed, when the customer had to print and post the agreements.
Storage of customer data in the cloud
Digital forms and e-signing themselves are not unique. What makes this solution unique, in addition to the simplified administration and the new e-signing service, is that the customer data is now stored in the cloud. A service that Scrive also holds. There are not many banks which have taken the step of storing customer data in the cloud, which means that Nordnet is a pioneer in this development.
”We can see a trend where more and more customers within the bank and finance world question the old way of working in order to achieve internal and external efficiency as well as an improved customer experience.”
The result of our implementation
We have now replaced the old agreements with new, responsive and easy-to-manage digital forms. This makes it easier for Nordnet’s new and existing customers to finalize many agreement processes. Our implementation has helped Nordnet in the following ways:
Faster and more cost-effective publishing of digital forms – Sweet Forms makes it possible for Nordnet’s administrators to upload and administer digital forms, such as agreements and applications. A process that before has taken a long time and required a lot of internal resources.
Improved customer experience – Thanks to the new Forms management, combined with the e-signing, the process of opening a new account at Nordnet takes only a few minutes now while the previous solution took at least a week. The customer does not have to print the agreements, sign them and send them by regular mail anymore – now everything can be done directly online at Nordnet’s website.
Reduced administration – Automation of internal administration means that Nordnet now can collect data digitally and in a structured way. The need for administrative employees has therefore decreased and made the administration department more scalable – Nordnet has now more room for quality work and has also been able to reduce overhead costs with several FTE:s (fulltime employees).
”The effects we have seen in the customer journeys, we have digitized and automated, have been high above expectations. Over 50% higher conversion combined with considerably reduced leads time and better automated communication with our customers.”