Argentina’s Oldest Private Bank Aims to Eliminate Paper Onboarding Forms
In 2017, BBVA, Argentina’s oldest private bank, noticed a disconnect between how it interacted with its clients, and how its clients interacted with the bank. More than half of BBVA Argentina’s customers communicated with the bank solely through digital channels, and yet BBVA Argentina still required them to use pen and paper to sign up for a new credit card, open an account, or enroll in programs at the bank. These processes typically took 40 minutes.
To digitize the onboarding process, BBVA Argentina brought in Xerox Capture & Content Services. “It automatically captures and validates information from any source—paper or electronic,” says Latam Xerox Services marketing manager, Boris Fantini. “It can send that information directly to various locations to store, index and retrieve content when needed.”
Now, when they walk in, customers need only to electronically sign their names and complete their onboarding documents. To add an extra level of security, Capture and Content uses biometric digital signatures. After customers complete the digitized documents, BBVA Argentina can route and store them on internal networks, and the customer receives their copy by email or as a PDF. And BBVA Argentina can pull a customer’s stored information and add it to future forms, making them faster to complete.
“By using Xerox’s Capture and Content Services, BBVA Argentina is on its way to eliminating all paper onboarding forms in its 251 branches throughout Argentina,” says Claudio De Siervi, Xerox digital transformation specialist. “Onboarding time at the branches decreased from 40 minutes to 10 minutes, and the banks’ maintenance process for its documentation was reduced from 10 minutes to only one minute.”
“It’s a solution that clearly helps us,” says BBVA Argentina deputy manager of reengineering and process management, Javier Ayesta. “It makes us much more competitive.”