Customer Journey
What the customer experiences at every stage
The Soleil-supported customer journey is designed around clarity, continuity, and proper coordination, from the moment of entry to ongoing engagement after delivery.
The Journey
Seven stages. One coherent experience.
Each stage has a clear purpose, a clear customer experience, and a clear operational outcome.
Channel Entry
Customer perspective
“I want to access an asset through my employer/bank/merchant.”
What Soleil does
The customer enters through an approved and structured channel. The channel type determines the operating parameters that will govern the rest of the journey.
Stage outcome
Customer is in an approved journey with defined parameters.
Onboarding & Intake
Customer perspective
“I provide my information and understand what I am applying for.”
What Soleil does
Structured data capture, document collection, and workflow initiation. The right information reaches the right place to begin the eligibility process.
Stage outcome
Complete intake record. Workflow initiated for eligibility assessment.
Eligibility Outcome
Customer perspective
“I find out what I am approved for and at what limits.”
What Soleil does
The financing institution’s eligibility logic is applied. The outcome shapes the customer’s journey, including what they can select, at what value, under which payment plan, and over which tenure.
Stage outcome
Customer has a clear approval outcome with defined limits and parameters.
Product Selection
Customer perspective
“I choose the asset or product I want within my approved limits.”
What Soleil does
The customer engages with the product or asset journey within their approved parameters. Merchant or distributor inventory is accessible within the structured framework.
Stage outcome
Product selected. Order intent confirmed within approved parameters.
Order Validation
Customer perspective
“My order is confirmed and I understand the next steps.”
What Soleil does
The order passes through a structured validation layer, confirming details, applying required approval workflows, and verifying pre-fulfillment conditions.
Stage outcome
Validated order with all required approvals confirmed. Merchant notified.
Fulfillment & Delivery
Customer perspective
“My asset is delivered and the handover is confirmed.”
What Soleil does
Delivery is coordinated in a structured manner. The handover process is managed and confirmed, with records updated across relevant parties.
Stage outcome
Asset delivered and receipt confirmed. Commercial cycle completed.
Ongoing Engagement
Customer perspective
“I receive support and communication throughout my relationship.”
What Soleil does
Structured engagement continues post-delivery, including relevant communications, support touchpoints, and any required ongoing coordination.
Stage outcome
Sustained customer relationship with structured communication throughout.
Design Principles
How the journey is designed
Governed at every stage
No step in the journey proceeds without the right parameters being in place.
Partner-aware
The journey reflects the specific operating model of the relevant financing institution.
Confirmation-driven
Key stages require explicit confirmation before proceeding, maintaining commercial integrity.
Visibility throughout
Both institution and customer have appropriate visibility at each stage of the journey.
Want to deliver a better customer journey?
Speak with Soleil about how we can help you design and execute a more structured commerce financing journey for your customers.