How a Mid-Sized Retail Bank Doubled Onboarding Speed with MozaIK

For many mid-sized retail banks, customer onboarding remains one of the most critical and frustrating parts of the banking experience. Manual document collection, fragmented systems, repeated data entry, and regulatory hurdles can slow the process, affecting customer satisfaction and internal efficiency.

Several retail banks were facing challenges with the customer onboarding process, which was affecting overall growth and efficiency. After adopting Jiway’s MozaIK modular banking system, the banks were able to transform their entire onboarding process. 

Understanding the Challenge

As a case study, we will examine a bank’s existing onboarding process, which relies on a mix of legacy systems and siloed databases that have caused several issues:

• Long processing timesÂ
• High error rates due to manual data entry
• Fragmented communication between departments (compliance, customer service, IT)
• Customer frustration from repeated requests for the same documents

Moreover, increasing regulatory requirements around Know Your Customer (KYC) and Anti-Money Laundering (AML) compliance added more complexity to the process.

Why MozaIK is the Right Solution?

Banks have utilised MozaIK from Jiway because it has a modular architecture, which allowed them to adopt and integrate only the modules they needed. The key advantage of MozaIK is its seamless interoperability between compliance, operations, and client-facing tools.

Key modules include:

• ClientOnboard: Automates customer registration workflows
• DueDil (Due Diligence): Integrates KYC and AML compliance engine

Thanks to MozaIK, the banks can integrate the system with their existing CRM, core banking software, and document repositories without major infrastructure changes.

Results: Faster, Smarter, and More Compliant

Within a few months of going live, the banks can see major improvements:

• Significant reduction in customer onboarding time
• Noticeable decrease in back-office workload
• Unified client profile view improved service speed at the branch level
• Enhanced documentation accuracy, reducing compliance issues
• Real-time alerts for missing or outdated KYC documentation

Moreover, internal teams experience fewer communication gaps. Compliance officers, customer service representatives, and IT teams have access to the same information in real time.

Customer Impact: A Better First Impression

Customers can now experience a smoother and faster onboarding journey:

• Fewer repeat requests for documents
• Instant confirmation of application status
• Digital signatures and mobile uploads make the process accessible from home

Feedback scores can rise significantly within a few months of rollout, with many new clients noting that the onboarding process is “much easier than expected.”

Scalability and Future Plans

Encouraged by the success, the banks can plan to expand the usage of MozaIK. The next steps can include:

• Adding HighQReport to generate custom reports for senior management
• Integrating ContractMaster to eliminate risks.
• Exploring MozaIKto improve onboarding for wealth clients

Conclusion: MozaIK as a Strategic Partner

By leveraging MozaIK’s modular tools, financial institutions can streamline onboarding processes, improve operational efficiency, and enhance the overall customer experience.

Jiway’s MozaIK platform continues to prove its value as a strategic partner for banks seeking to modernize one function at a time. For banks aiming to stay competitive and compliant, a modular, customer-centric platform like MozaIK is no longer optional; it’s essential.