Transforming Client Onboarding with Devoteam’s AI Expertise

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At MBA, our strength has always come from the relationships we’ve built and maintained with our clients from over 40 years of transforming communications.  

As we continue to grow rapidly, welcoming new clients while supporting long-standing ones, we’re constantly working to optimise a faster, more efficient onboarding experience. Migrations must be seamless, communication must remain accurate, compliant, and secure, and expectations for speed have never been higher. 

We’ve already invested heavily in streamlining our processes through development work, and while that has delivered strong progress, we’ve always recognised the need for further evolution in areas still reliant on traditional coding. With the intelligence and flexibility of AI, we know we can achieve more, and as a service provider, it’s imperative that we explore those possibilities. So when AWS recommended Devoteam as a partner to help us understand how AI could enhance our onboarding workflow, we seized the opportunity to take our approach further.  

Instead of asking Devoteam to solve only the parts we hadn’t yet addressed, we gave them the entire challenge. We wanted a clear, unbiased view of what AI could deliver when applied end-to-end.

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Reimagining a Core MBA Process 

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Onboarding a new client at scale is a detailed, highly specialised piece of work. Traditionally, our expert BA team analyses and transforms thousands of customer communication templates, each one needing to align with brand guidelines, regulatory requirements and the client’s own expectations.  

It’s a process that demands care, consistency and deep domain expertise. 

By stepping back and examining this workflow through the lens of AI, we identified several opportunities to improve: 

• Speeding up onboarding from months to days 

• Ensuring greater consistency across thousands of documents 

• Freeing our BA team from repetitive manual extraction 

• Increasing the time they can spend on design, quality and innovation 

• Delivering a noticeably faster, more modern onboarding experience for clients 

We saw AI as an opportunity that would empower our analyst teams and in turn, deliver the best customer experience for our clients.

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Partnering with Devoteam to Explore What AI Could Deliver 

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Working with Devoteam, an AWS Premier Partner, we launched a Generative AI-powered Proof of Value (PoV) aimed at showing what an AI-supported onboarding process could look like at MBA. 

The PoV focused on analysing PDF templates and transforming them into a structured, highly organised library of reusable components.  

Key capabilities developed included: 

• Paragraph and element analysis: Recognising headers, footers, signatures and data fields 

• Brand capture: Identifying fonts, colours and layouts so branding stays precise 

• Image cataloguing: Extracting imagery, placements and dimensions 

• Variable indexing: Detecting placeholders and embedded variables 

• Master template detection: Understanding the core structure behind diverse document sets 

These were areas that would traditionally take our team weeks of manual scrutiny, but AI was proving to accomplish many of them in minutes. 

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A Fast, Collaborative Delivery Approach 

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Devoteam worked closely with our BA team using their ADAPT framework, progressing through tight, focused sprints: 

• Discovery & scoping: Clarifying objectives and what success would look like 

• Rapid prototyping: Building and refining GenAI models based on real MBA data 

• Testing & validation: Comparing the AI’s output with results our BA team produced previously 

• Roadmapping: Outlining how MBA could scale the solution into production 

This collaboration kept the work grounded in reality. We weren’t relying on theoretical AI promises, we were measuring real, tangible improvements against an already complex process. 

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The Impact: Faster, Smarter and More Accurate 

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The impact was significant. Work that once took months could now be completed in a matter of hours, accuracy improved with far fewer manual errors, and our BA team were able to redirect their time toward more strategic, value-driven work such as auditing, innovation and quality assurance. 

For us, it validated a belief we had going into the project: the future of onboarding at MBA isn’t AI or code, it’s the intelligent combination of both. 

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Where We Go from Here 

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The success of testing how AI efficiency can improve our onboarding processes has unlocked a new phase for MBA.  

We’re now shaping these learnings into a roadmap, where we’ll introduce asynchronous parallel processing to increase speed even further, integrate AI outputs directly into our wider document management ecosystem, and blend Devoteam’s AI models with our own codebase to build a powerful, efficient hybrid solution. 

And while the PoV delivered strong results, we fully expect that we’ll engage with Devoteam again as we continue to expand our AI capability. The collaboration has already shown what’s possible, and we know there is more value to unlock. 

By embracing the best of both AI and engineering, we’re continuing to move forward alongside technology developments at MBA, delivering our promise of simply powerful communication, and redefining what enterprise-level onboarding can look like. 

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“At MBA Group, we’re proud to be using Artificial Intelligence to drive efficiency, innovation, and value for our people and clients. Partnering with Devoteam on our Generative AI initiative has been a key step in that journey, helping us streamline client onboarding, accelerate delivery, and empower our teams to focus on higher-value work. This Proof of Value demonstrates our commitment to using AI that delivers real benefits and strengthens MBA’s position as a leader in intelligent, transformative customer communications.”  

•  Phil Coleman, Head of Products & Projects, MBA Group