// enterprise story · absa corporate and investment banking
Onboarding from 60 days to 2.5.
By Matt Roberts, co-founder, ZOKRI
Absa CIB, an investment bank in South Africa, had a clear strategic aim: primacy, the biggest share of wallet with its clients. It had a great many client relationships, but too few clients were taking up the full range of services the bank offered.
60
days to onboard a client
2.5
days, within two years
// the diagnosis
Keen clients were falling away
When we dug deeper, one of the main reasons was onboarding. It was poor, and clients who were keen at the start were falling away before they went ahead.
// the okr
Ambitious on purpose
The OKRs became tightly focused and ambitious. Average onboarding time stood at 60 days. The team set a target of one day.
Within two years it was down to 2.5 days.
// what it changed
The customer's voice in the room
The bank saw this as a huge step forward, and it made sure every one of its OKRs kept the customer's voice in the room.