The challenge
Founded in 1864, C&N is a full-service financial institution with 30 banking and loan-producing offices across ten counties in Pennsylvania, New Jersey and New York. The organization set out to reimagine its digital account-opening flow to make it quicker and more convenient for customers. C&N's motto promises to be "the only bank" a customer needs, and its outdated account-opening experience was working against that promise.
The existing flow ran on an outdated, unsupported version of a legacy platform. Customers had to work through dozens of screens just to provide foundational information, and that friction drove up application abandonment. C&N's fraud prevention tools were rudimentary, so team members regularly stepped in to perform manual corrective work — time that could have gone toward customer engagement or growing the business instead. Additionally, the company had no way to offer digital account opening to business customers or across its full product line.
The TELUS Digital solution
TELUS Digital worked with C&N to design and implement a customer-friendly account-opening solution built for stronger fraud prevention and able to serve both business and individual customers.
The team implemented the Deposit Account Opening Accelerator, a quick-to-launch solution built on Salesforce Financial Services Cloud, to create a convenient, self-service account origination flow. The build made use of Financial Services Cloud's fraud screening and prevention capabilities, cutting the manual work team members previously spent on corrective action. TELUS Digital also stood up reports and dashboards, giving C&N real-time insight into account-opening metrics.
The results
The new self-service flow changed how quickly and easily customers could open an account, while also lightening the load on team members. As a result of the engagement:
- A retail customer was able to open an account in three minutes
- A business customer opened an account in 19 minutes, four minutes faster than that customer's one-way commute to the nearest branch
- Manual work on new accounts dropped from 30 minutes to less than five
- Money market accounts became available through digital self-service for the first time
3Minute timeframe to account opening for retail customers
83%Decrease in manual review work
