Map a Business Process

Customers submit via web portal (40%), in-branch paper forms (35%), or email (25%). Branch staff re-key paper submissions into CRM — 15-20 min per app, #1 source of data entry errors.

Cross-reference against CRM for duplicates. Verify identity via government databases. Risk-score via credit bureau. Compliance manually reviews flagged apps — 48-hour bottleneck.

Standard accounts (70%) auto-approve. High-risk to compliance officer. Borderline cases queue with no SLA, averaging 5 days.

Approved: provisioned in core banking, welcome email triggers, onboarding call within 48hrs. Rejected: letter sent — often 2+ weeks later.

Track completion rates, time-to-activation, drop-off by channel. CSAT at 30/60/90 days. No alerting on stalled applications.