52 ABOUT THIS REPORT WE ARE KENANGA LEADERSHIP STATEMENTS SUSTAINABILITY AT KENANGA KENANGA INVESTMENT BANK BERHAD SUSTAINABILITY REPORT 2023 Enhancing Client Services We continue to enhance client services by implementing digital onboarding processes and improving back-end client management systems. Through digital onboarding, clients can conveniently open accounts and access our services online, thus reducing paperwork and processing time. Additionally, our improved back-end systems works to streamline client management processes, ensuring smoother interactions and more personalised services. Services Key Highlights in 2023 Digital Client On-boarding (“DCO”) Service Launched in 2022, this platform enables clients to open accounts online, eliminating the need to visit a Kenanga branch. Clients can easily access equity trading, futures and options trading, and treasury products. The account opening process takes just 15 minutes and can be completed on a PC, laptop, or with a mobile device. A total of 3,282 accounts have been opened via DCO, since its inception. This includes Kenanga Futures, Kenanga Treasury, and Equity Broking – cash, collateralised, and margin. Futures Account Opening Services An initiative to digitalise Kenanga Futures account opening process, aiming to increase processing speed, enhance security, and reduce the cost of client onboarding. Achieved a 98% digital onboarding rate, with only 2% of new accounts being opened through physical means. As of 2023, 50% of its back-office administrative forms and existing physical documents have been converted to digitalised forms. Remisier’s Service Portal A user-friendly platform offering greater flexibility to remisiers and enhancing client experience. Key functions include enabling remisiers to access stock information quickly and support clients in submitting requests via the e-request functions. 100% of our remisiers have been onboarded on our Remisiers Portal. Number of transactions: • eDeposits – 133,621; • eSettlements – 372,260; • eTrust Withdrawals – 88,352 Treasury Relationship Manager Platform An online platform enabling Relationship Managers to execute order fulfilment digitally and seamlessly for the popular structured investment solution, Dual Currency Investment (“DCI”). DCI transaction volume has more than doubled from 2022, achieving over 200% increase. Project OMNI A software platform designed to support advisers and staff in onboarding and servicing clients through a digital journey. It comprises two main components: an iOS-based tablet app called REACH for advisers and a web-browser-based Back Office Web portal for Kenanga Investors employees. It further aims to minimise the printing of forms and reduce adviser trips to the branch, as REACH submissions are fully digital except for those mandated by regulators. During the year, enhancements were made to the app and we aim to release the updated version in 2024. Moving forward, we plan to gradually roll out more advanced Switching and Redemption features throughout 2024. Additionally, we plan to expand the app’s availability to more advisers. SUSTAINABLE ECONOMIC GROWTH
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