Why client onboarding matters
First impressions in financial services carry enormous weight. For a new banking, wealth management, or insurance customer, the onboarding process sets the tone for the entire relationship.
Yet onboarding is often slow, confusing, and impersonal. New account holders are handed PDFs, lengthy disclosures, or generic emails that don’t speak to their needs. Customers abandon digital setups, flood call centers with questions, or disengage entirely.In an industry built on trust, poor onboarding experiences can be costly. A strong client onboarding process in financial services builds confidence, accelerates time-to-value, and lays the foundation for long-term loyalty. And the most effective way to transform onboarding today is with personalized video.
The challenges of client onboarding in financial services
Before exploring how video helps, let’s look at why onboarding is so difficult for financial institutions:
- Complex products and disclosures
From mortgages to retirement plans, financial products are notoriously difficult to explain in plain language. - Regulatory and compliance hurdles
Disclosures must be thorough and accurate, but often come across as overwhelming. - Fragmented experiences
Clients may receive information across multiple channels—emails, app notifications, calls—without consistency. - Customer distrust and high expectations
In a digital-first world, clients expect seamless experiences. Impersonal onboarding only reinforces skepticism.
This is where video changes the game.
Why video works for financial services onboarding
Video is a uniquely powerful medium because it blends clarity, personalization, and scale—three things financial services institutions desperately need in onboarding.
- Simplifies the complex
Personalized video can break down disclosures, payment schedules, or account setup into clear, visual explanations. - Builds confidence and trust
Clients are more likely to trust guidance that feels human. Video’s tone, visuals, and personalization create empathy that static PDFs can’t match. - Scales personalization across segments
With SundaySky, banks and insurers can personalize onboarding videos based on account type, transaction data, or customer profile—ensuring relevance for every client. - Reduces support costs
Explainer videos deflect repetitive “how do I?” calls, freeing up call center resources for higher-value interactions.
Key onboarding moments where video shines
Personalized video can transform onboarding across multiple financial services scenarios:
1. New bank account setup
- Welcome video that introduces the bank’s digital tools, highlights key account features, and shows how to activate debit cards or mobile payments.
- Goal: Increase digital adoption and reduce account abandonment.
2. Loan or mortgage activation
- Step-by-step video explaining payment schedules, escrow, and where to find documents.
- Goal: Reduce first-payment confusion and avoid inbound support calls.
3. Wealth management & advisory
- Personalized video introduction from an advisor, with a portfolio dashboard walkthrough.
- Goal: Build early trust and ensure clients know how to use digital portals.
4. Insurance policy onboarding
- Tailored explainer video outlining coverages, deductibles, and ID card activation.
- Goal: Prevent confusion and boost policyholder confidence from day one.
5. Employee benefits or retirement plans
- Video walkthrough of enrollment steps, contribution options, and matching benefits.
- Goal: Drive faster enrollment completion and reduce HR inquiry volume.
From data to personalized experiences
The best onboarding is data-driven. Financial institutions already collect client data at sign-up—account details, demographics, transaction history. Personalized video makes that data actionable.
- Dynamic personalization: Clients see their own name, account type, or contribution rate in the video.
- Governance & compliance: SundaySky ensures all videos stay within pre-approved, brand-safe templates.
- Enterprise security: With SOC2 and HIPAA-grade protections, video personalization meets the strictest financial regulations.
This balance of personalization and compliance is why SundaySky is trusted by top financial institutions.
The ROI of video-first onboarding
Investing in personalized video for client onboarding pays off across multiple dimensions:
- Higher Completion Rates
Clients complete onboarding faster when guided by video. Some financial brands see 30–40% faster activation. - Reduced Call Volume
Explainer videos deflect repetitive questions, lowering support costs. One global insurer reduced Tier 1 call volume by 18% with personalized onboarding videos. - Improved Retention and Loyalty
Customers who understand products and feel confident early on are far less likely to churn. - Increased Digital Adoption
Videos highlighting mobile apps, bill pay, or reward programs drive faster feature uptake and stronger engagement.
Real-world proof
SundaySky clients in financial services report:
- 800% increase in digital engagement after implementing personalized video.
- 2x improvement in customer health scores, showing stronger trust and satisfaction.
- Measurable lifts in cross-sell adoption when onboarding videos highlight relevant next steps.
These results prove video onboarding isn’t just a better experience—it’s a driver of revenue and efficiency.
Making client onboarding a competitive advantage
Financial institutions face a stark reality: clients compare their onboarding experience not just to other banks, but to Amazon, Netflix, and Apple. A pile of PDFs or generic emails won’t cut it.
Video onboarding helps banks, wealth firms, and insurers stand apart by making the process:
- Clearer
- Faster
- More personal
- More trustworthy
By turning onboarding into a moment of clarity and connection, financial services organizations can transform first impressions into long-term relationships.Explore further how SundaySky transforms client onboarding in financial services in our ebook: The Complete Guide to: 5 Best Practices to Transform Your Customer Onboarding Experience and get real-world examples from large financial institutions that have done it.
