Citi’s single-entry point digital client platform, CitiDirect Commercial Banking, continues to be rolled out globally, and now has additional enhanced functionality, leveraging the power of Artificial Intelligence (AI) to achieve client experience efficiencies as well as streamlined digital enhancements.
Launched in 2023, the platform now supports more than 57% of Citi’s total commercial banking client base, globally. It is live in the U.S., Hong Kong, India, Singapore, the U.K., Canada, Australia and Brazil, with approximately 2.3 million client sessions*, referring to a period of active user engagement with the platform, typically from log in to log out.
CitiDirect® Commercial Banking brings together Citi’s global products and services into a single digital platform, providing clients with a 360° consolidated view of their Citi banking relationship across Cash, Loans, Trade, FX, Servicing and Onboarding/ ‘Know Your Client’ (KYC).
Since 2023, the platform has continued to evolve to meet the needs of clients and to integrate additional enhancements. These are achieved through the deployment of AI as well as the leveraging of strategic external FinTech partnerships. Enhancements were actioned with the aim of achieving a seamless digital banking experience for mid-sized corporates and integrating client feedback on the platform.
Over the last two years, we’ve seen the platform evolve in new ways to support our clients as they focus on growing their businesses globally. The enhancements support an intuitive and seamless digital experience that delivers real-time insights, greater control and a suite of innovative features. This supports our global strategic goal of digitalizing the banking experience for mid-sized corporates who need to find banking solutions and insights quickly and efficiently.”
Tasnim Ghiawadwala
Global Head of Citi Commercial Bank
Important new enhancements to CitiDirect® Commercial Banking include:
AI-Powered efficiency and security: AI-driven automation enhancing both efficiency and security by streamlining data extraction, form filling, client query routing and fraud detection.
Proactive guidance: ‘Next-best-action’ suggestions to guide clients through common tasks, maximizing efficiency and simplifying complex processes.
Simplified KYC renewals: ‘One field, one-time’ drives a new, fully integrated digital KYC process with automated notifications and pre-filed information to simplify renewals, reducing client effort and risk.
Intuitive user experience: Data-driven enhancements based on user behavior analysis, continuously optimizing the platform’s ease of use.
Streamlined onboarding: A fully digitized onboarding process with real-time status updates has significantly reduced onboarding turnaround times.
Seamless Enterprise Resource Planning (ERP) integration: Citi Integrator has reduced ERP implementation time from seven weeks to under a day, enabling clients to integrate their systems rapidly and more efficiently.
Enhanced client service: A new ‘Digital Servicing Hub’ centralizes client queries, updates and document submission, improving communication and response times.
Client feedback on the platform indicates an improved client experience as well as higher rates of satisfaction for ease of use and effectiveness, based on over 10,000 in-platform survey responses.