Blueprint
Customer Onboarding
Onboarding, built around how you work
1
Capture
Customers sign up through your portal or website, or arrive as leads from your own campaigns and third-party marketing partners. Each one becomes a record straight away, and dashboards show which sources and affiliates are converting.
2
Verify
Run real-time checks through third-party services, such as credit, KYC, AML and sanctions screening. Where customers upload documents, Volume reads them and extracts the data as they arrive. Swap or add a provider without rebuilding the journey.
3
Qualify
Data from customers and third-party checks is assessed in real time against your business rules. Rules are set through configuration, not code, so you can adjust them as your criteria change. Exceptions can go to your team to review.
4
Complete
Generate documents during onboarding and send them by email, or make them available to download in the customer portal. Where a signature is needed, customers sign electronically, and they're kept updated by email, SMS or portal message throughout.
A working version of every stage
Every onboarding journey captures the customer, verifies who they are, qualifies them against your rules and completes the paperwork. The Blueprint gives you a working version of each stage, linked by Workflows. You decide which tools, checks and rules it uses.
Linked into one process
We provide the tools: forms, portals, third-party checks, documents, signatures and communications. You decide how they fit together, Workflows link them into one journey, and you can change it whenever your rules do.
Add the steps you need
Need another step? Add a payment, a phone call or a manual approval to the workflow. The journey is yours to shape, and you can change it later without a development project.
What you can do
We provide the tools. You build the journey
Every tool below already works with the others on one platform. Pick the ones your onboarding needs, and Workflows link them into one journey, with every step recorded against the customer
Collect details your way
Use a branded portal, your own website connected through our APIs, or a spreadsheet of existing customers. Questions are fully configurable, and a record is created for every customer.
Read what customers send you
ID documents, payslips and statements sent by email, post or upload land in one inbox. Volume recognises each one and pulls out the data, ready for someone to confirm.
Run any third-party check
Connect the services your process relies on, such as KYC, AML, identity, address or credit checks, and run them in real time at the right point in the journey.
Set your own rules
Decide who qualifies using the details customers give, the results of third-party checks, or a duplicate check against the customers you already hold. Route exceptions to your team.
Issue and sign documents
Generate agreements and welcome packs from your own templates, complete third-party PDFs from the customer's record, and share them in the portal for customers to review and sign.
Keep customers informed
Send email, SMS and portal messages at every step, call customers from the record, and invite whole groups of existing customers at once.
See where every customer is
Track sign-ups, completion and drop-off in dashboards that update as customers move through the journey.
Change it without a project
Describe a change, such as a new question or a new check, and the assistant drafts it for your team to review and approve.
See it in action
Onboarding a PCP car finance claim
Here's how one claims management firm's onboarding journey runs on Volume, from an affiliate lead to a complaint sent to the lender. Every step is automated by Workflows, using the tools and integrations shown
1
Capture
Affiliates send in leads
Affiliate and marketing partners send leads straight into Volume through the API. Each lead becomes a claimant record, tagged with the partner it came from.
2
Capture
Leads tracked, duplicates removed
Volume tracks every lead by source and filters out anyone already in the system, so your team only works new claimants and you can see which partners are performing.
3
Verify · Qualify
Credit check finds the agreements
Volume connects to a credit reference agency to run a credit check, identify the claimant's car finance agreements, extract the agreement details and match each one against your claim criteria.
4
Verify
AML and sanctions screening
Anti-money laundering and sanctions checks run automatically through your chosen providers, with the results recorded against the claimant.
5
Complete
Documents to review and sign
Eligible claimants are presented with their documents, generated from the claim data, to review and sign. Workflows decide which documents each claimant receives.
6
Complete
Claimant signs
The claimant signs and onboarding is complete. The signed documents are filed on their record, with a certificate of completion.
7
Complete
Portal invitation
Volume invites the claimant to their own portal, where they can follow their claim, keep their contact details up to date, view documents and read future correspondence.
8
Complete
Letters of complaint sent to lenders
A letter of complaint is generated for each agreement and issued to the lender, ready for the claim to progress.
FAQ
Common questions
Can we use it for existing customers as well as new ones?
Yes. The same journey can bring in new customers or invite existing ones to update their details, re-verify or sign new terms.
Will it work for our industry?
Yes. The Blueprint isn't tied to one sector. Claims management, insurance and financial services firms all use the same starting point, configured with their own forms, checks, rules and documents.
Can we use our own website instead of a Volume portal?
Yes. Customers can sign up through a branded Volume portal, or through your own website connected to Volume through our APIs.
Which third-party checks can we connect?
Any service with an API can be connected through Integrations, including KYC, AML, identity, address and credit checks. You can use the providers you already have, and change them later.
How do we decide who qualifies?
You set the rules. They can use the details the customer provides, the results of third-party checks, and duplicate checks against your existing customers. Customers who don't meet them can be declined automatically or sent to your team to review.
Do customers have to sign documents electronically?
No. E-signature is optional. Use it for the documents that need a signature and leave it out where they don't.
Can we change the journey after it goes live?
Yes. Changes are made by configuring, not coding. Your team can make them in Volume, or ask ours. New versions can be tested safely before they're published.
How long does it take to set up?
Because you start from a working Blueprint rather than a blank page, most onboarding journeys go live in weeks, not months. We'll agree a timeline with you after discovery.
How is customer data protected?
Data is hosted in the UK, held in your own encrypted database and protected down to individual fields. Volume holds Cyber Essentials and Cyber Essentials Plus certification and is committed to ISO 9001 & 27001.
Proven at scale
Running for real customers
Case Study – Claims Management
Onboarding 100,000 claimants in six months
My Car Loan Claims takes claimants from sign-up to signed client in one automated journey, with third-party checks assessing their eligibility in real time as they sign up.
Read the Case StudyPrevious
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