- July 21, 2026
Customer Outreach Tool Overhaul – A more intuitive client onboarding experience
Client onboarding should be straightforward for both administrators configuring workflows and end users completing applications. With COT version 2.1.6, we’ve introduced a range of new capabilities and user interface enhancements that make the onboarding experience for complex structures more flexible, easier to navigate, and more intuitive from start to finish.
This release focuses on improving usability without compromising the flexibility that organisations rely on when designing their onboarding processes.
A stepped design to build complex structures
The new version of COT introduces the concept of company structure charts with the ability to tweak, set and define the entire hierarchy in a matter of minutes. Whilst the standard list approach is still available, customers can now easily switch to the new structure chart approach.
The solution guides users into what type of related parties can be added to what parent entity based on logic that you configure through the no-code interface. It allows users to add multiple related parties to a structure in a couple of clicks making the overall experience much more efficient and less prone to errors, aiming to achieve right-first-time applications.
Greater flexibility when creating applications
Every organisation has different onboarding processes, terminology, and client types. Until now, the application creation process in COT was limited to displaying the programme name configured within KYCP.
Version 2.1.6 introduces a new Application Creation View, allowing administrators to configure custom display names for applications while linking them to existing programmes.
Multiple displaynames can now point to the same programme, giving organisations greater freedom to present application options in a way that makes sense to their users.
Administrators can also configure a Creation Message, supporting HTML formatting, to display guidance or important information before users begin an application. This helps ensure users understand any prerequisites or instructions before proceeding.
The result is a more personalised and informative application creation experience without requiring changes to the underlying programme configuration.
A streamlined experience for single-entity applications
Many onboarding processes only require a single entity and do not support child entities.
To simplify these scenarios, COT now automatically detects when the selected root entity does not allow child entities.
Instead of opening the Structure page, users are taken directly to the Edit Entity screen where they can immediately begin entering information.
The Structure menu is automatically hidden, while Add and Remove entity actions are disabled, creating a cleaner interface that only presents options relevant to the application being completed.
This reduces unnecessary navigation and allows users to focus on completing the information that matters.
Display statuses that make sense to your users
Internal workflow statuses are often designed for operational purposes rather than end-user readability.
Version 2.1.6 introduces Alternate COT Status Names, allowing administrators to configure user-friendly status labels that are displayed only within COT.
For example, an internal status of Incomplete can now be presented as Mandatory Fields Missing, providing users with a clearer understanding of what action is required.
Because the original KYCP status remains unchanged, organisations can improve the client experience without affecting existing workflows or integrations.
A redesigned application experience
One of the biggest improvements in this release is the redesigned application interface.
Rather than presenting long lists of fields, information is now organised into clearly defined sections with visual progress indicators that help users understand where they are in the application and what remains to be completed.
Section status indicators
Each section now displays its own completion status.
Sections are automatically categorised as:
- Not Started
- XX Missing Fields (showing the number of mandatory fields still missing)
- Completed
This provides immediate visibility into application progress, making it much easier for users to identify which information still requires attention.
The same experience has also been extended to Documents and Questionnaires, allowing users to quickly see which supporting information is still outstanding.
Guided data collection with Steps
Long sections can sometimes feel overwhelming.
To improve usability, administrators can now divide sections into smaller Steps.
Steps allow related fields to be grouped together, enabling users to complete complex forms in smaller, more manageable stages while maintaining the overall application structure.
Navigation between steps is simple, with dedicated Next Step and Previous Step controls.
From an administrative perspective, Steps are configured directly within KYCP using the Divider Step field type, making them easy to introduce without requiring development work.
Percentage completion
Applications now include an overall percentage completion indicator, giving users immediate visibility into how much of the application has been completed.
The completion percentage is calculated automatically using the mandatory fields configured for the current entity, helping users understand how close they are to completing the onboarding process before submission.
Flexible display options for Lookup fields
Not every question is best presented as a simple drop-down list.
Version 2.1.6 introduces configurable display styles for Lookup and Remote Lookup fields, allowing administrators to choose how predefined values are presented within COT.
Depending on the type of information being collected, lookup fields can now be displayed as a traditional Dropdown List, Radio Buttons, a Checklist for multiple selections, or a visual Card View.
These display styles are configured directly within KYCP and allow organisations to present information in a way that is more intuitive for end users, improving both usability and data collection.
To further enhance the user experience, administrators can also configure descriptions for individual lookup values.
These descriptions are displayed alongside the available options when using Radio Buttons, Checklist, or Card View, providing users with additional context before making a selection.
Dropdown list
Radio buttons
Checklist
Card View
By offering multiple presentation styles and supporting descriptive content, COT enables organisations to build onboarding forms that are clearer, more engaging, and easier to complete.
Richer guidance through Lookup descriptions
Collecting accurate information often depends on giving users enough context to understand the options available to them.
With version 2.1.6, descriptions can now be configured for both Lookup Values and Remote Lookup Values.
Lookup values:
Remote Lookup Values
These descriptions are managed within KYCP and are displayed directly within COT when supported display styles are used.
Whether explaining different share classes, risk categories, document types, or any other lookup value, organisations can now provide users with meaningful guidance at the point where decisions are made.
This reduces ambiguity, improves data quality, and creates a more informative onboarding experience without increasing the complexity of the application.
A more intuitive onboarding journey
Collectively, these enhancements create a much smoother onboarding experience from the moment an application is created through to final submission.
Administrators gain greater flexibility when configuring applications, statuses, workflows, and field presentation, while end users benefit from clearer navigation, visible progress tracking, and a more structured approach to completing onboarding information.
The result is a cleaner, more modern interface that helps users complete applications with greater confidence while improving overall completion rates.
What’s new in COT 2.1.6
This release introduces:
- Configurable application display names and creation messages.
- Automatic navigation for single-entity applications.
- Alternate display names for application statuses.
- Redesigned entity sections with completion indicators.
- Section-based navigation for Documents and Questionnaires.
- Configurable Steps for structuring long forms.
- Percentage completion indicators for application progress.
- Multiple display styles for Lookup and Remote Lookup fields.
- Descriptions for Lookup and Remote Lookup values.
Together, these enhancements make COT 2.1.6 more flexible for administrators and significantly easier for end users, delivering a more guided, intuitive, and efficient client onboarding experience.