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hello everyone my name is Alexander Gaea of investors and it's pleasure today to have you for a special webinar about onboarding digital onboarding account opening and kose review the topics are very large today so I hope we'll have enough time in those 30 minutes to cover digital boarding we'll certainly to another webinar around automation of kyc next week if we've no further ado first for your own protection all you're going to see within this presentation is only for education only investors is not an investment advisor broker dealer and we do not participate in any types of sales offer distribution of security know that we provide any investment advice so what you're going to see today is only for educational purpose obviously we respect GD P R and I'm happy also if you have any questions about GDP are to help you with this topic invest less currently is used by around 1,000 people hopefully we're going to celebrate at the same time our sixth anniversary and reach to 1,000 users this month as you see we have clients all over the world buy-side and sell-side and we love to put them in common so if you have some interest because you in by side and you want to meet some other sales are guys or the opposite please let us know we're happy to help you and as you see the network is expanding thanks to you so that's a great news for everyone using investors now today we're going to talk about digital onboarding and how to solve digital onboarding when you cannot see the clients anymore for different reasons perhaps because the clients is abroad because you're travelling just because you want to automate the sales process or just unfortunately like currently we have a virus all over the world the other three of digital onboarding with invest lass the first one it will call the classical brick-and-mortar I'll show you example later on brick-and-mortar means that you're going to meet with the clients face-to-face and you will ask some question doesn't mean that everything is going to be on paper it means that you're gonna use some forms to automate some parts of the account opening this is great partly if you feel that the client is in is in I would say it's looking for complex exchanges or if the client is looking for a more sophisticated type of questions and answers' interactions obviously it means that you have to you must have someone facing the client you're not going to put a robot in front of the client for now perhaps you do it in Asia but for now you're gonna have someone in facing the client so in terms of productivity to one to one then you have the second solution which is the ivory solution the ivory solution means that as a banker you will feel part of the information or perhaps a third party like an excellent wealth manager is going to feel some questions about the clients kyc and then you're going to collect everything into investor CRM the client can fulfill other points and then this questionnaire will be ready to go and ready to be signed so the I breathe is becoming very I would say widely using in Switzerland partly but also in the rest of our clients in Europe the reason for that is it respects clients emotions each client will be looking for some kind of interactions in a way partly if they are opening larger accounts or if you start asking them some complex questions because when we're talking about onboarding on obviously there are two points perhaps I should have started from there you have onboarding which is acquiring new information of new leads and is the other type of onboarding or kose updates where you're going to ask at a given frequency a question to a client such as your passport expired decline change address or perhaps just simply the clients give a postal code that it doesn't match to the phone number extension so you might ask questions about to the client say hey your address is in Switzerland your phone number is in Luxembourg where are you living that the ibrid i would say would be the right approach if you want to speed up some processes that are cover some and manual though if you want to have some kind of face to face or voice or interaction we were chat and we'll show you also which chats application will suggest you then you have the third the third type of digital on building or kose updates which is a DIY to do it yourself so in this in this direction is basically you're going to create your own onboarding forms from investors and then the client will be able to answer those forms the forms will be sent on different media it can be with the SMS on the chatting tool with an email or simply within the invest last portal so those are the three big ways of automating the questions you might ask to new clients or updating qac what is the most important part of this whole process when you're using forms is first that you have to collect information within respect of your local regulations so if your see if you're located in the UK you have to respect UK regulations if you're in France if you do buy or if in Singapore usually you have to store the CID the customer in twenty five all data within your home regulated country so in the UK you should use a UK server in France and server in 2000 server extracts down for each countries all those countries we have a solution that can be linked to invest last which guarantees that the customer in notifiable data will be respected and encoded on your local ground on the local servers right so it's very important that you ask us and we'll inform you the different solutions we have to respect these customer and not fall in their fireball data so I think this is the first part you have to make sure you respect the second part is onboarding forms and connecting embodied forms to different widgets and I'll show you what what we can do for that because the type of embodying you'll do for retail banking will be different from private banking the brokerage onboarding will be different from the one of wealth management so the tools are going to connect into invest last will be different and the third part that is very important is that you respect emotions and clients values perceptions should perhaps I should start from there but it's very important when you ask a question to a client that you imagine how you're going to reflect when the clients actually receive those questions reflects in terms of values and how the the client will perceived um defy that you ask those questions the way you're gonna ask it the way in fact you're going to wrap your request to update clients information it's extremely important it's it's extremely important because asking questions can create frustrations it's never it's never nice to ask questions people don't like that but you must ask questions so make sure that you respect clients emotions make sure that you use the right widget the right tools to make this unbuilding as efficient as possible and the first rule I told you is make sure that you respect the customer and not affordable data so how do we do all this with invest as well we are using with invest as as you know different solutions solutions for chats and a quill digital signature that connective Ellison we have clients using WeChat or whatsapp for or I would say modern and aggressive type of of chats on Fido for face recognition exit the hi stop so we can connect all those different widgets into invest less forms based on the type of experience you're looking to achieve with your clients and boarding now most of our clients come to us with existing stack ok when blue will say it's a investor stack and gold is existing portfolio management or a core banking system we work with different core banking system and the objective of working with all those core banking systems is to make sure that change management will be done properly right when we come with invest last the objective is to use the I would say the most intuitive the most colorful lean solution and to use it into your existing stack obviously if you want to change stack you can change that but the objective is to be as cost sensitive as possible so the idea is that we've invest as we can to compose different journeys this is it's a it's a collection of products collection of products from investors but collection of products also with different partners we bring all those collections of objects together to create a Joe name and the most important and people here attending this webinar I see there are many clients you know this is that within if as last you can reuse the objects to design a new journey if you see that the journey does no work in the marketing we call this a be testing perhaps using MailChimp or this type of tools to do some campaigns some email campaigns you're gonna try something doesn't work you try another thing is working better you trying to throw on a third option you know it's even better so this will call a be testing it's very important that you have an a/b testing mindset within those FinTech because you might find that something that will work others will not work and some clients will lack something tacky usage others will not doesn't mean that the face recognition is not good for you perhaps is good for 90% of your clients but for 10% of your clients they want something I would say more face-to-face human all right and you have to respect the emotions the only thing that is important in this journey building is to make sure that you will have no drop or less drop as possible into the unbolting face to make sure that when you build those Joanie's the conversion rate will be good all right why do I mean by that I mean by that if you are expecting the clients to bring a formula a certificate of equipments into your own bonding forms and they don't have it when they actually unfold themselves into your platform think about an onboarding then that is not in one shot like you do if you open an account with a revolute or and 26 but in multiple steps right so perhaps you might found out that it's smarter to ask easy question first to hook the client and then ask more complex questions after because the client needs to collect some documents and I'll show you some widgets tricks that we can use to actually invite the clients into a autonomous approach of onboarding all right so now I spoke too much let's dive into investors and show you the different tools we have all right so during the presentation we will show you different aspects of invest less on the white browser we will find invest less as employee of a company in fact let's actually change the logo right now okay settings okay I'm going to change my logo you see it's extremely easy to customize invest lass and on the on the right on the black browser it will be the client or the prospect website so you see now the look and feel is respected is your corporate branding there are a lot many hours a customized look and feels and templates options we can discuss about that later on for your own onboarding right so let me give you a first another view of the app in terms of what you can use in terms of on both digital onboarding and also in terms of CRM how it works invest last is before anything else a CRM so CRM is a fun relationship management tool customer relationship management tool the aim of a CRM is not to be painful the objective of CRM is to help you be more efficient you have one day before the moment you drop your kids if you have some at school and the time you actually go out in the UK to the perb in France you stay slightly longer in the office because you start after - you have a limited day and you have to make sure that what you're gonna do doing that day is going to be efficient so CRM is going to help you to collect those information and to make sure that each time you interact with a client it's going to be as efficient as possible alright so how do we do this well from invest lass we have a bunch of tools the first setup that you usually do when you start with investors is first you set up the custom fields invest lands as a series of fields we have preset fields for clients as well as their companies but what is quite new now is that you can create some custom fields within invest loss that's actually perhaps the first time for some of you that you see that we can create some custom fields who live in LA so I'm happy to show you that this custom fields can be customizable by a linguistic area also customizable for a client or a company group and as you see you can put some default values you can put some different language ethics down then the second step will be to make sure that those fields are actually made as a mandatory why do you want to do this because we want to help our sales team to focus on fields that actually need to be filled all right and you'll see you'll see a little triangle later if the fields are not actually entered into this CRM then you will find some help flags to point you at those fields then you have the serum itself all right the CRM will have so let me find my favorite VAB the serum is working the following way you have individuals like contacts and the contacts can be linked to groups call them relations the relations can be of different natures and what's nice with the invest lass is that contrary to most serums it's not only one relation you have but it's multiple relations the reason for that is that we have clients making their contacts to trust families or companies you see here Danielle fo is linked to company because she's the CEO of this company when I go into this company now I have more information first I'm gonna find the custom fields I created ok and you are free to create as much field as you want and they are those fields are audited all right um and you'll find also the ER key between this company and the rest of companies that will be linked so the sister companies to this asset management company you will find all the members of the company as well as their role the type of signature they have and the authorization they have - can they actually give orders trading orders can they ask for invoices balance sheets and different types of information all right into the CRM you'll also find obviously the individual information and we have currently I will say in the basic investors over 100 fields which cover the regulations from Americas Europe and Asia regulations you might find out now if you don't find those fields or if you want to create a field that is specific to your business for example in France in in France we have peña eligible securities or in Switzerland we have a third pillar or the safe wrapper in the UK then you can create those fields within the CRM and what is very important I'm stressing this little important information is that everything can be audited as you see on my screen now each time you change those informations in to invest last invest last will record you change information how this information has been recorded from where and which fill has been changed all right so I won't dive into more details if you have questions about GDP our audits encryptions just let us know and we'll be more than happy to help you with that now the next part will be about onboarding forms because either you call the client and say hey I'm gonna call the client give him a phone call you see you have the co report page and you can put in some information or even record with the voice a conversation and have a choice a trace of the conversation recorded here into a coil pot or you can say I have something more complex to ask for it to the client I need to share some onboarding forms right so let's talk talk about onboarding forms now so if you go to my account company you will find here the forms most of you already created forms into invest as we have two types of forms the first type of form is onboarding forms so onboarding for are meant to answer CRM fields then we have DM forms which is discretionary mandates profilers those forums aims to facilitate a client and building or investments profiling so if you want to sell different mandates Servat of balance aggressive this is where you would go today we're going to talk mostly about the CRM and building forms because obviously with coronavirus and the fact that some clients cannot show up to the office this is what I'm gonna do so we prepared already some forms I'm going to show you two forms the Welcome formed and the compliance form let me edit this form so how does it look like so into a form you will find all the basic information that you need to create forms I invite you to use the tag system that will simplify your prowling into this long list of forms why because later on you'll see when we want to address a form to a client that has been pre tag in the lifecycle management invest less will also facilitate the form selection partly useful when you start having and 5,100 forms then the notification the image we're gonna add a few more options in the coming days so stay tuned also for more templating also here I can select different options do I want to show this form into the portal and if I do I say I want to share it with all the clients that have been tagged as prospect or institutional so that's a very nice way to facilitate the form presentation also I can decide to show the forms only if I have fields that are missing or if I have feels that need to be updated so this is very interesting if you have updates routines so let's say you have to update a client's address once every year or once every three years the clients have not answered properly the tin or the NIF member for the tax the forum will only show if those informations are wrong incorrect or missing so that's very helpful and will save you a lot of time parsley if you're working with compliance departments all right here we are showing also fit as we vary we're a fan of Cadets in the UK for digital signatures and also for onboarding so partly if you are looking to scan some driving license a UK driving license and need to compare your UK driving license and do some name check kress is a great solution but we love also on Fido alright and then we have the pages so the page system works that way you create a page name if you don't want to show the page name you can also keep it blank that's partly helpful you choose if you just want to have something very basic and simple and then here you will create a new question so here on the bottom you see you can add new questions and for each questions you'll have a title you can give a column name that's very helpful if you need them to map these fields back into your core banking system for example or your existing tool and then you have the possibility to map those fields directly into investor CRM and as you will see later each field will be linked to the right database on the right I would say table all right um so what you see here is the actual name of the field and on the right is the table so you can have a table that is contact tag category that would be different from the contact later we'll see also we have tables like relations or companies that would be different that would be very helpful if you're looking to record information partly for companies and you want to have a different information for an email of a company and an email of a contact right we have different types of questions different styles you can add links you can add descriptions and you can also add Eden fields and we add Eden fields for example when you add some time stamps or we need to add some preset values again because the fields and the answers can be directed directly into a third party API or third-party folder because you are coordinating interstice with different solutions so this welcome page can be used for public website here this is a dummy website of a wealth and asset manager and as you find here on the left as you find here on the left this will be the questionnaire right so the questionnaire are just built just before will be here so I can say I want to create number you you you okay my email okay I can tag I can even add also some upload some documents and I'm going to send all this information right fantastic so all those information are then stacked into your CRM you're going to receive a few seconds warning message because I should receive a notification and then into the Co report I will find all those answers okay so here I found lena Oz file contact I found also a tracking number this is very important partly for users in Singapore where you have very stringent rules in terms of know your customer from the very first step of a prospect then ask questions into your landing page on the public website you already have a tracing number and then as you see I have the client sensors and I can just click here on the CRM and then within a click engage the conversation now what am I going to talk about well with one click as you might know you have the related securities and here the machine will show me securities that based on the clients expectations or preferences will be automatically made relevant all right well this is in Chinese but obviously as you see it's a multilingual invest actionable investment nudge that is produced from invest less everything is customizable on the products to the tagging as you might know now let's so this was more for elite not sure acquiring information now if I want to engage with this clients of the prospect anymore I can use the portal right invest less portal can be customizable so all the widgets that you find here can be added moved only shown for a client segments with invest last AB system it works very simply with a tagging based on the client segments so if I go to my account company here you have an access with the absent portal two options the first option is to change the widgets look and feel and make them visible or not so let me look at the key information documents here you see the key information or the key documents the widget can be created from invest lass okay you can customize you can put it as a link you can put it as a button here on the right you see it's buttons then I have links to different files that are hosted and into embed last and I want to have this app only visible for clients that are being tagged as institutional so this user being an appliance they will see it and then it will be the client will be able to download some documents alright if I take it out and save it then the clients won't see this widgets anymore alright so it's extremely modular and this will help you to create distinctive experience distinctive journey is based on client segments now if I want to share some key documents this is how you do it now if I want to to to share some some forms ok because I want to ask more detailed questions for example about the clients company or the clients knowledge let's do it with another form and let's use now from forms here the compliance form you so here I found my questions okay for compliance questions I decided to go for what we call a checkbox a system as well as read your button so you see you will be also able to change the format but I want to make it also interesting and to add some questions related to the company so how do I do this well here into the related kyc fields I will find here some information so for example code the key D those are fields are created just before address Street is the address trees of the companies on the address Street of the individual however I could create a form asking the address of the individual and the address of the company in the same form alright so this is how it will it will look like into your system so let me put here ok so this is the anniversary and it's in German alright or I can say okay what is your incorporation number and save it save it save it alright now what I want to do is I want to share this compliance questionnaire with my clients I'll go back to my clients but it's all no other way to do it is this way okay and I'm going to upload the form here I play the form and select a form alright so here you have a bunch of forms you can restrict the numbers of forms and only show and only see the one that are relevant here I see compliance test you you okay you can create here your own invitation text and we have options options are in this basic invest lass either to send an urgent invitation through the portal or through an email obviously you could send an SMS usually we use a Twilio trial Oh for that the same for whatsapp and WeChat or you can use a chatting tool that quill that we like very much hi Aloha I don't know if you were you're here listening but then the invitation will be sent directly into this media okay and the client received notification in this scenario to check the portal to check that is something you hear you have a little one showing you that there's something new to check I found my compliance test and here I can update information what is interesting in this questionnaire is that the informations are already prefilled so if the clients name is changing the client can actually find the CRM information so the interior information are sent directly into the form and then the client can change it this will be very helpful if you want to limit the dual entries in most formulas when you start having a formula aka your you have an account opening then you have a service opening you have to ask the clients to put his address five times this is painful here in Vesna CRM will just bring back the information into the right form now if the clients change changes name and now is left on Smith obviously the client can do it and everything will be audited and here I will find into my second page custom field information um so obviously you can put the random information everything will be stored directly into the CRM what is very nice also is that those answers are going to produce a PDF so all the answers will be automatically generating a document that can be used as a contract right and you can then trigger the digital signature which will be a topic for another presentation the digital signature will be very helpful to have the client sign or to have the person in charge perhaps it's the CEO of the company or the four people that are a board member that will sign and you add then the four signature so we've been already presenting for more than 30 minutes the different solutions we have within investors we have different tools and you can play with the friends options facilitate the onboarding I hope this gave you a good first taste of invest less and bowling forums and CRM features if you have any questions please contact us send us an email at contact at invest last calm or for those are already using invest last as you know on the bottom left you have this customer service chatting tool so please just ping us and we'll be more than happy to welcome you and welcome your questions and answer your questions so keep safe make sure you eat well and you do enough support in this time of khokana virus and i look forward to seeing you very soon either in your office or in Geneva have a lovely day and speak to you soon bye bye you