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Perspectives | Case Study

Co-creating Smarter, Digital-led Customer Onboarding to Improve KYC Efficiency by 50%

Read | Aug 14, 2025

Download Case Study

AUTHOR(s)

A WNS Perspective

Summary

WNS-Vuram co-created a digital, rule-based onboarding platform using Appian to modernize customer acquisition for a leading Middle Eastern bank.

WNS-Vuram collaborated with a leading banking and financial services company to digitize Know Your Customer (KYC) / Anti-Money Laundering (AML) workflows, automate risk classification and enable real-time data exchange across systems. The engagement identified potential compliance gaps stemming from manual processes and helped implement a modular, low-code solution to drive agile onboarding, strengthen compliance and enhance customer experience.

The Impact

% of new customer onboarding completed within a day

% improvement in efficiency by eliminating manual KYC errors and
re-work

Reduced branch workload and operational overhead through digitized processing

Learn more about WNS-Vuram’ hyperautomation-powered solutions

The Challenge

Manual Processes. Compliance Gaps. Fractured Customer Journeys.

The bank’s existing onboarding process was manual, paper-based and fragmented across branches, resulting in:

Long onboarding timelines
Operational inefficiencies and inconsistent AML checks
Poor customer experience
Lack of digital self-service options

The Solution

Low-code Automation Meets Rule-based Orchestration

WNS-Vuram designed and delivered a phased transformation on the Appian low-code platform. The co-created solution featured:

Digital onboarding workflows with real-time document upload and verification
Dynamic AML risk classification engine to automate decision-making
Seamless MuleSoft integration with external systems for live data validation
Rule-based orchestration to guide processing logic for various customer types

The Future-ready Shift

Digital onboarding is not just a process upgrade; it’s a customer experience differentiator. By combining low-code agility with intelligent workflow design, WNS-Vuram helped the bank launch a scalable onboarding model that is faster and more compliant.

Discover What’s Possible with WNS-Vuram