Case Study: Global Bank achieves 40-day to 20-minute onboarding and millions in cost savings with Avoka

Digital Business Banking Customer Onboarding

Global Bank, a multinational bank operating in over 65 countries with 2.2 million business customers under $10M in revenues, faced a costly, paper-based and inconsistent business account onboarding process that could take up to 40 days and required repeated forms across countries. To modernize and harmonize account opening, the bank engaged Avoka and its Avoka Transact platform to create a streamlined, customer-first digital onboarding experience.

Avoka delivered an omnichannel Avoka Transact solution (mobile, desktop, call center) with pre-fill, save-and-resume, assisted selling for relationship managers, a rapid design tool and real-time analytics to enable straight-through-processing and continuous optimization. The results were dramatic: onboarding time fell from 40 days to about 20 minutes–1 hour, the rollout supported 25 countries in under 8 months (top 3 markets in 3 months), delivered millions USD in direct cost efficiencies, improved data quality and reduced rekeying errors, and 73–86% of customers rated the new experience as Good or Excellent.

Global Bank