Overview

The 22(2)3 new client onboarding process gives you the tools to become your client's banker. Personal outreach in the form of handwritten notes and phone calls within the first 90 days of becoming a Capital City Bank (CCB) client helps promote strong relationships. 

After account opening, client contact is initiated at the following intervals:

Create 22(2)3 Events

After account opening, the 22(2)3 events in Synapsys serve as reminders to complete the new account onboarding contact tasks. The first 22(2)3 event is automatically created in Synapsys and is available the next day after account opening.

The day after opening a new client account, do the following:

1. In Xperience, choose Products > Desktop Synapsys CRM.
2. In the Suite Manager Ticklers field, the client outreach event displays. 
   
3. Click Parent Contact Event. 
4. Complete the fields as follows: 
   1. Summary - Client Outreach
   2. Assigned To - Defaults to the associate  
   3. Type - use the drop-down menu to choose Client Outreach (for example: 2223 calling program).
   4. Status - use the drop-down menu to choose 2 Day Follow-up.
   5. Needed By - use the drop-down menu to select the date for the contact event.
   6. Outbound contact reason - use the drop-down menu to choose 22(2)3 
   7. Call Result - use the drop-down menu to choose Other - Provide Specifics.
   8. Spoke to Client - use the drop-down menu to choose No.
   9. Comments - Enter any notes from the account opening process that may assist with future client contacts.
   10. Options - Click Onboarding Tiered Ticklers.
       • Synapsys automatically populates Tickler Dates/reminder for the 2 week, 2 month and 3 month client contact follow-ups. 
5. Click Save > Save and Go Back.
   • Synapsys links directly to your outlook calendar To-Do List to assist with new client onboarding outreach reminders.

22(2)3 Event Outreach

Synapsy 22(2)3 tickler events for new account onboarding show in your Outlook To-Do List. Although an alert is generated, it is recommended that you check this list daily to determine if there are any tasks that require follow-up.

When preparing for your outbound call to a new client during onboarding, do the following:

1. Look up the client in Marquis - CommLink  to see what messages/offers they received since your previous contact. 
2. Check the client's Synapsys 10-second view to see if they “took” any of the services or products offered through the automated onboarding communications.
   • If they started using a new service or product offered, you can ask if everything is working well or if the client has questions.
   • If they did NOT start using a new service or product that was offered, you can try to learn more about why they haven’t taken the offered product or service (Does the client have questions about why the product/service may make sense for them? Does the client need help preparing to apply for credit products?) or focus on something else entirely (based on what you learned from the client’s responses on the New Account Information Sheet).
3. Call the client to follow up on the 'warm' lead generated by these automated communications and initiate conversation based on the information gathered.

To log your Synapsys event for 22(2)3 follow-up, do the following:

1. Record your actions in Synapsys by doing the following:
   1. In Xperience, choose Products > Desktop Synapsys CRM.
   2. In the Ticklers field, double click on the client event for follow-up.
   3.  Click Parent Contact Event. 
   4. From the Status drop-down menu choose one of the following:  
      • 2-day
      • 2-week
      • 2-month
      • 3-month  
        • This status closes the contact event
   5. In the Comments section, enter detailed notes about the conversation with the client.
   6. Click Save.
2. Repeat the steps above through the 3 month follow-up recorded in the status tab. 
3. To log the 2 week, 2 month, and 3 month calls as a Client Outreach initiative, create a new Synapsys contact event.