Testing a better route to complete customer information.
As its sales team scaled, Round Treasury tested how guided collection and real-time validation could help applicants submit complete customer due diligence information in a single touchpoint.
Scaling a sales team exposed the gaps in onboarding.
Round Treasury builds financial operations infrastructure for UK businesses, including money market accounts and savings products. Both require customer due diligence before customers can be onboarded.
As the sales team scaled, onboarding became a bigger operational priority. Round Treasury had already built an AI chatbot to collect customer due diligence information and answer customer questions. Customers liked parts of the experience, but only around 60–70% of applications arrived complete on the first submission. Every batch still needed manual review, gaps had to be identified and customers had to be asked for information they thought they had already provided.
The challenge was sharpest for the savings product, where checks on bank statements, account details and identity documents made requirements more complex. For the most involved cases, the team could spend close to a week gathering the initial information before provider onboarding even began.
Guide and validate applicants as they complete the journey.
Round Treasury’s own chatbot showed that conversational collection was not always the most effective way to gather structured compliance data. Applicants needed to see what was required, understand why it mattered and know when their submission was complete.
The tested journey combined structured collection with contextual guidance and real-time validation. Applicants could understand what was missing and why, correct inaccurate submissions and receive checks shaped around Round Treasury’s document requirements.
The aim was to help applicants complete complex due diligence accurately the first time, with guidance and validation built into the journey.
Contextual guidance
Applicants see what is missing, why it matters and how to correct it without opening a support ticket.
Custom validators
Document-specific checks reflect Round Treasury’s savings and money market requirements rather than a generic ruleset.
Structured collection
Applicants can see what is required, what remains and when their application is complete.
A practical model for first-time completeness.
The work gave Round Treasury a practical model for helping applicants provide complete, accurate information in one touchpoint.
That model combines structured collection, contextual guidance and real-time checks to reduce avoidable manual follow-up and make the due diligence process easier to understand. It focuses Lissom on the point of friction that matters: helping customers submit the right information before review begins.
For structured customer due diligence, applicants benefit from seeing requirements, receiving contextual guidance and correcting issues in real time. This can produce a more complete submission than relying on a conversational flow alone.