Introduction

In a context of increasing regulation and ongoing digitization, digital onboarding processes through Salesforce enable companies to perform video-based identity verification and certified communications for sales, operations, and customer service departments, among others. Furthermore, these tasks are carried out securely, reliably, and seamlessly integrated with the company’s other systems,…

Using Salesforce Ready connectors andtrusted, qualified service providers , companies can automate customer and user onboarding in Salesforce with traceability, regulatory compliance, and legal evidentiary value—without having to rely on disconnected external systems.

What is the digital onboarding process in Salesforce?

The digital onboarding process in Salesforce includes a set of tasks and activities that allow you to register a customer or user in a 100 % % digital.

The two main tasks are video identification and certified communications. While the activities involved in the first task aim to reliably verify a person’s identity, certified communications serve to demonstrate what information was sent, when it was sent, and whether it was received by the client or user.

 

This approach is especially relevant in sectors such as finance , insurance, utilities (energy, telecommunications, etc.), and public administration (government agencies and entities, municipal administrations), among others. In all of these sectors, identity, traceability, and regulatory compliance are critical requirements.

 

Why is digital onboarding a strategic process?

Digital customer or user onboarding is no longer just an entry point; it has become a strategic process that directly impacts such important aspects as:

• Conversion and time-to-value.
• Legal and regulatory risk.
• Operating cost.
• Customer experience and confidence.

But organizations need processes that combine speed and security without hindering growth or overburdening internal teams. And this is achieved, in part, through technology.

Salesforce as an orchestration platform

Salesforce serves as the platform that orchestrates the digital onboarding process by centralizing information and workflows in:

• Sales Cloud: Lead Generation and Hiring.
• Service Cloud: Post-discharge management and care.
• Marketing Cloud: Communications and Consent.

However, Salesforce does not replace the regulated figures needed to give legal value to these processes. Its strength lies in integrating them natively.

What functionality does Salesforce not cover natively?

Although Salesforce allows you to model complex workflows, it does not include such important—or even essential—capabilities for certain processes as standard, such as:

• Certified video identification.
• Reliable communications.
• Qualified or advanced electronic signature.
• Legal custody of evidence.

These functions must be supported by qualified, trusted service providers that comply with the European eIDAS framework, such as MailComms Group, the group to which Unified Comms belongs.

What is an eIDAS (eIDAS) qualified trust service provider?

A qualified trust service provider is a regulated entity that can provide legal evidentiary validity to digital processes such as:

• Certified notifications,
• Electronic identification.
• Electronic signature.
• Temporary sealing and custody of evidence.

Integrating these capabilities into Salesforce enables you to meet the necessary legal, compliance, security, and audit requirements without creating parallel processes.

Salesforce Ready Connectors: Video Identification and Certified Communications

Salesforce Ready connectors enable seamless management of actions and regulatory or customer experience requirements in areas such as security, governance, data model consistency, and user relations.

Thanks to this approach, organizations can execute critical legal processes directly from Salesforce—without complex custom development or external dependencies—smoothly and with confidence.

 

Video Identification Connector from Salesforce

Video identification allows a person’s identity to be verified remotely, securely, and in compliance with regulations. It also does so through processes that are convenient for users, even those who are less accustomed to digital technology.

Using our native Salesforce connector results in:

• Identity verification associated with the customer’s registration.
• Automated document validation.
• Fraud reduction.
• Regulatory Compliance (KYC / AML).
• Auditable evidence (full traceability with legal validity).

It is, therefore, a key component of registration processes in regulated sectors.

Connector for Certified Communications from Salesforce

Certified communications provide legal proof that information was sent by the sender and, where applicable, received and accepted by the intended recipient.

Our native connector for certified communications in Salesforce allows you to, among other things:

• Send notifications with probative value,
• Manage acceptance of conditions,
• Sign contracts or annexes,
• Automatically record evidence in standard CRM objects.

As a result, this connector eliminates operational silos and reduces risks associated with manual processes or disconnected platforms.

 

Use Cases

• Financial institutions ( banks, insurance companies, etc.).
  • Customer registration.
  • Product contracting.
  • Acceptance of general and particular conditions.
  • Consent management.
• Utilities ( energy, telecommunications, etc.).
  • Contracting of supplies and services.
  • Changes of ownership.
  • Portability.
  • Certified contractual communications.
• Public Administrations (public agencies and entities, local governments, etc.).
  • Citizen registration.
  • Processing of procedures.
  • Reliable notifications.
  • Electronic signatures of applications.

How does the digital onboarding process work in Salesforce?

Although it varies depending on each company’s needs, the industry, or the applicable regulations, the process of onboarding customers in Salesforce typically follows these phases:

1. Data capture and documentation.
2. Video identity verification.
3. Certified communication of conditions.
4. Electronic signature of the agreement.
5. Generation and custody of evidence.

The result is a fast, secure, and legally defensible process that is also —as we noted—user-friendly, reliable, and beneficial for digital inclusion.

 

Key benefits for the organization

Implementing the digital onboarding process with video-identification tasks and activities and certified communications in Salesforce enables:

• Reduce discharge times.
• Minimize errors and fraud.
• Improve customer experience.
• Comply with various regulations without creating friction in the processes.
• Centralize traceability and evidence.
• Scale operations without increasing management complexity.

To whom this approach brings value

• Management and Business: For Added Efficiency and Risk Control.
• IT and Systems: Seamless and Scalable Integration.
• Legal and Compliance: Legal Safeguards.
• Salesforce teams: operational simplicity and functional consistency.

Conclusion

The digital onboarding process in Salesforce is evolving toward a model in which identity verification , communications, and compliance are part of the standard process, rather than relying on external systems.

Integrating video identification and certified communications tasks and activities enables organizations to operate with greater confidence, agility and control, especially in regulated industries.

Companies that adopt this approach will be better prepared to grow in digital environments without compromising compliance or security. But they will also provide better responses to their customers—seamlessly and with engaging user experiences that build trust and serve as a powerful driver of customer loyalty.

At Unified Comms, we help organizations securely, reliably, and scalably implement digital onboarding processes in Salesforce using Salesforce Ready connectors for video identification and certified communications. If you think any of these solutions could take your company to the next level, would you like to talk and see what they can do for you?