PROCESS IMPROVEMENT IN CUSTOMER ONBOARDING TO INCREASE EFFICIENCY AT XENDIT

• Main Author: Andy Bong, Richo
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53374
• Institution: Institut Teknologi Bandung

Xendit is a financial technology company, focused on providing payment gateway products that are focused on helping their users to send and receive money through bank transfers, virtual accounts, and credit cards. With the growing number of customers that want to use Xendit’s services, there are several issues that are faced by the Xendit’s customers and Xendit team in the onboarding process, which are unclear document requirements, the signing agreement process still requires the customers to use wet signatures, and no information about the progress of the onboarding process. Based on the internal analysis using Eight Components of Integrated Service Management, Xendit needs to improve their customer onboarding process to improve efficiency in the customer onboarding process. The improvements to be implemented with business process improvement framework are the introduction of: industry sector based legal document requirement flow, electronic service agreement flow, failed document resubmission flow, improved customer progression visibility. As improvement to be perusal, it is proposed improvement is to reduce the number of sub-processes from 4 sub-processes (customer registration, due diligence, service agreement creation, and service agreement signing) into 2 sub-processes (customer service registration and due diligence). These improvements will remove the representatives that are needed to handle new customers in the onboarding process and be replaced by information technology automation. The improvement also will increase efficiency in previous service agreement flow, eliminating the service agreement process time taken in average 22 days.