Synapse Onboarding Suite

Date

2021 - 22

Role

Design Lead

What is Onboarding in Synapse’s terms?

Synapse's B2B Banking-as-a-Service (Baas) onboarding process is intricate, requiring clients to select the right banking product, undergo a strict compliance process, and integrate our APIs. This can be daunting and time-consuming, particularly for fintech newcomers.

Improving Onboarding Efficiency

In 2022, Synapse experienced a surge in inbound sales calls, causing onboarding delays and compromising service quality. This highlighted the need for a streamlined onboarding product to allocate resources better.

Kick Off

Early Investigation

1 All sales flow was routed through our sales team

2 Clients were unsure about which products would best suit their needs.

3 Each client also had their own unique compliance requirements

Insights

Early findings indicated clients were keen on onboarding. The initial sales phase could be automated, with detailed aspects managed by a sales associate under client control. By grouping client needs and introducing hubs and sets, sales could be simplified. Integrating a sandbox before finalizing sales could further streamline the process.

Defining the Problem

“Need for a one-stop shop approach that leads more sales effort into outbounds sales”

Synapse's sales heavily relied on direct interactions, overburdening staff with informing and guiding clients. To simplify this, an e-commerce-style checkout and onboarding system was proposed.

Onboarding Redesigned

Synapse's onboarding project aims to streamline complex B2B interactions, offering a comprehensive and user-friendly experience. Despite strict compliance needs, the goal is to seamlessly guide clients from the initial sales call to the go-live stage.