Onboarding, periodic reviews and event-driven reviews handled as one case file: current documentation, open review issues, verification results recorded with their date, and a decision with a named owner — approval, restriction, suspension, rejection or termination.
01 · The problem
Customer operations and commercial compliance are accountable for a portfolio that never stands still. Initial onboarding concentrates most of the work — corporate documentation, signatories, declared activity, verifications — and is completed once. After that the relationship keeps changing: a power of attorney expires, a beneficial owner is updated, the customer adds another entity, asks for a new product, or comes up for the periodic review its segment requires. Every event reopens the same question: what is current, what is missing, and who decides.
Follow-up runs on whatever is already to hand: a Microsoft Excel spreadsheet tracking the expiry dates, a shared Microsoft SharePoint folder for the documents that arrive by email, and a message thread where people argue over whether the review issue was ever resolved. None of it records what supported the decision, who made it, or when the account comes up for review again.
The problem is not a shortage of controls: it is that where a customer actually stands is split across a case file, an inbox and the memory of whoever reviewed it last.
02 · The solution
Onboarding and every later review run on the same file and follow one defined workflow: intake — from a sales request, an expiry date, a reported change or an alert; collection of what the rule for that segment requires; verification results brought in with their date and scope; review by the areas concerned; a decision by whoever is authorized to make it; and a status in effect with its valid-through date and its next review.
Who the customer is, what they hold and who may decide on their file is not settled case by case: it comes from definitions already approved in the Operational Graph — related entities, products and contracts, the documents that support them, the segment that sets the review frequency, and the owner cleared to decide. BPMflow orchestrates the workflow — cases, customer requests, deadlines, authorizations and evidence — so the next review is scheduled rather than left to somebody remembering to open it.
The customer operates within the approved scope, with the documentation that supports it, the name of whoever authorized it, and the date the next review is due.
The relationship proceeds within a narrower scope — products, limits or terms — with the reason and the review date recorded. It is never filed as a full approval.
Business with the customer is suspended for as long as the underlying issue remains, with a record of what has to happen for the suspension to be lifted, who can lift it, and which teams were notified.
The relationship is not approved. The reason, the evidence gathered and the name of whoever decided stay on file. A rejection is not a suspension, and it is not a case left unanswered.
The relationship ends, with its date, its reason and the agreed treatment for the active products and for the documentation that has to be retained.
In Financial Services this workflow is the business-side entry point alongside the cross-industry solutions covering the IT layer. In Fintech & B2B SaaS it tells an existing customer operation exactly where a customer stands before a product or a limit is enabled.
03 · Capabilities
Onboardings and reviews share a single queue, with the event that opened each one, the segment, what is missing and the committed date in plain view. Max answers questions about the file within the authorized context: it explains which document expired, which review issue is still open and what the current status rests on.
Opens the case from a sales request, an expiring document, a change reported by the customer, a scheduled periodic review or an alert.
Applies the documentation and information required for that customer type, its review segment, the products the customer holds and the legal entity taking the customer on.
The customer sees what is being asked and what is still outstanding, in their own case, and uploads it without the conversation scattering across parallel email threads.
Brings in what the verifiers the organization contracts send back, with its date, scope and requester. A hit still to be reviewed raises a review issue; it does not close the review.
Returns the case with a specific issue to resolve when evidence is missing, and keeps the decision of whoever is authorized to make it under the applicable rule, the segment and the assigned risk level.
Records the current status with its valid-through date, schedules the next review, and keeps what was asked, what was answered and what the decision rested on.
04 · Roles
Assembles the file and manages the case.
What they see
Open onboardings and reviews by segment, age, missing documentation and expiry date.
What they do
Opens the case, requests what is missing, records answers and verifications, and routes it to the reviewer.
Reviews and resolves within their scope.
What they see
The full file: current documentation, open review issues, verifications with their dates, and the record of past decisions.
What they do
Reviews the file, raises issues and decides: approves, restricts, suspends, rejects or terminates under the applicable rules.
Manages the account with a clear view of its current status.
What they see
Where each customer in their book stands, what was requested, what is missing and which scope was approved.
What they do
Keeps the relationship in order, chases what is outstanding, and avoids committing to business the customer is not yet cleared for.
Provides the documentation and updates requested.
What they see
What was asked, what has already been delivered and what is still outstanding, in their own case.
What they do
Uploads documents, reports changes of ownership, address or activity, and answers the open review issues.
05 · Implementation
Implementation starts from the process as it runs today: one customer segment, with the minimum context that segment needs, is enough to begin. The practical way in is the review event that most often falls behind — usually the overdue periodic review rather than onboarding itself.
1 · Agree on the outcome
Which events open a review, what documentation each segment requires, who authorizes each outcome, and what has to happen for a decision to become effective.
2 · Bring in context, connect sources
Pulls the customer record, its related entities, its products and its contracts from the systems that already administer them, and connects to the document repository the organization treats as its authorized source.
3 · Test the workflow and adopt it
The workflow is tested with onboardings from the current period and the queue of overdue reviews; requirements, deadlines and authorization levels are then refined, and from handover onwards the client team runs it day to day.
06 · Typical scenarios
Customer portfolios, segments with different review cycles, multi-entity groups and distributed sales teams generate recurring review events throughout the year.
A customer relationship is in order when someone can say where it stands, on what evidence, and until when. A practical starting point is one segment and one review event.
Customer onboarding and review is an EAFlow cross-industry solution on the Operational Graph, supported by BPMflow’s automation capabilities. The scenarios described are illustrative.
