Case Study: Leading South African Bank achieves 50% increase in new account openings with Tungsten Automation

South African Bank Leads the Way to Greater Financial Inclusion with Mobile Customer Onboarding App

One of South Africa’s leading banks set out to tackle low financial inclusion—about 23.5% of the population were unbanked—caused by long distances to branches, restrictive hours and a fragmented account‑opening process that left roughly 70% of applicants failing to complete onboarding. The bank needed a fast, convenient way to reach customers and improve completion rates while maintaining security and operational efficiency.

The bank built a mobile onboarding app using Kofax Capture, Mobile Capture SDK, SignDoc and Transformation, converting smartphones into virtual scanners and deploying ~300 independent sales reps at high‑traffic locations to capture documents, issue cards on the spot and upload applications for quick back‑end processing. The initiative boosted new account openings by 50%, raised completion rates from 30% to 80%, reduced fraud risk with automated signature verification, and expanded market share while advancing financial inclusion.