Global KYB onboarding with GBG Detected: Diligent’s story

Managing global KYB onboarding across multiple jurisdictions can create fragmented workflows, repeated document requests and inconsistent due diligence. In this conversation, Harry Musson, KYB Specialist at GBG, speaks with Jenny Coyle, Head of Managed Services at Diligent, about how the company centralised KYC and KYB onboarding with GBG Detected, reducing manual effort and creating a more scalable compliance process.

Choosing a scalable KYB compliance platform

1. During the vendor selection and review process, what impressed you most about the GBG Detected platform compared to other solutions being considered?

What impressed me most was not only the platform itself, but also GBG's reputation, market position and track record within highly regulated industries. Having worked with GBG previously, I was already familiar with the company's capabilities and was confident in the robustness and credibility of the solution.

As we evaluated potential providers, it was important to us that any platform could support complex compliance requirements across multiple jurisdictions while providing a scalable solution for future growth. GBG Detected stood out because of its comprehensive functionality, mature capabilities and strong position as a recognised leader in the KYC and KYB space.

We did review an alternative provider; however, their solution was still being developed and was not sufficiently mature to meet our requirements at the time. GBG Detected provided an established platform that was ready to support our needs immediately and gave us confidence that it could scale alongside our business as our compliance requirements evolved globally.

Overcoming global KYB onboarding challenges

2. Can you share specific KYB challenges your organisation faced before implementing the GBG Detected platform?

One of our biggest challenges was the sheer volume of KYC and KYB information we are required to collect, review and maintain across multiple jurisdictions. Not only do we need to perform due diligence on our own clients, but we also collect and manage documentation on behalf of other parties involved in our service delivery model.

Prior to implementing GBG Detected, there was no centralised process for managing this activity. Information was often collected through spreadsheets, email correspondence, shared data rooms and other disconnected channels. This created inefficiencies, increased administrative effort and made it difficult to maintain consistency across onboarding activities.

Another challenge was ensuring that we gathered the right information at the right time. Without a structured process, onboarding can quickly become fragmented, leading to repeated requests for documentation and constant back-and-forth communication with clients. This not only creates additional work internally but can also negatively impact the client experience.

For us, onboarding is the beginning of a client relationship, so it was important to find a solution that enabled us to collect complex information requirements in a streamlined, professional and efficient manner while minimising friction for clients.

Centralising and automating KYC and KYB onboarding

3. How has the GBG Detected platform directly impacted your organisation? Please include specific examples and quantifiable outcomes.

The biggest impact has been the ability to streamline and centralise our client onboarding and due diligence processes.

Before implementing GBG Detected, onboarding activities relied heavily on spreadsheets, data rooms, email threads and manual document management. This often resulted in information being stored across multiple locations, creating inefficiencies and increasing the risk of duplicated effort.

The platform has enabled us to bring all onboarding activity into a single environment, providing a central source of truth for both our team and our clients. As a result, onboarding is significantly more structured and easier to manage.

One feature that has delivered a noticeable benefit is the platform's ability to prevent clients from submitting onboarding requests until all required information and documentation has been provided. This has reduced the need for our team to repeatedly chase missing documents and has significantly decreased the amount of back-and-forth communication required during the onboarding process.

The platform has also strengthened our compliance framework. Automated screening, risk scoring and review scheduling allow us to move efficiently through our customer due diligence process while maintaining confidence that checks are being performed consistently. Once a submission is completed, the platform automatically provides risk outputs that inform our review cycles and ongoing monitoring requirements.

As our team continues to onboard clients across multiple jurisdictions, the centralisation, automation and consistency provided by the platform have become increasingly valuable. We are already seeing efficiencies through reduced administrative effort, more structured workflows and improved visibility across onboarding activities.

Implementing a multi-jurisdiction KYB workflow

4. Describe your experience working with the GBG Detected team during the implementation phase. What stood out to you?

Overall, the implementation experience was extremely positive.

The team was consistently friendly, responsive and helpful throughout the process. Whether engaging with the implementation team directly or logging queries through support channels, we always received timely responses and clear guidance.

What stood out most was the willingness of the team to work collaboratively with us. Diligent found itself in a relatively unique position during implementation, as we were effectively building a new compliance function within an established global business. Because of this, some aspects of our onboarding journey and operating model were still evolving while the platform was being implemented.

The GBG team remained flexible and supportive throughout that process. They took the time to understand our business model, our regulatory requirements and the complexity of the information we needed to collect across multiple jurisdictions.

Optimising ongoing KYB compliance and monitoring

5. Since implementation, how would you describe the support and engagement you’ve received from GBG Detected during business-as-usual operations?

The support has remained excellent during business-as-usual operations.

As we have become more active users of the platform, we have engaged regularly with both the support desk and our wider GBG contacts. Queries are responded to quickly, and where more technical assistance is required, matters are escalated appropriately and handled effectively.

What has been particularly valuable is that GBG has remained engaged beyond go-live. The conversations are no longer just about support but increasingly about how we can continue to evolve our use of the platform as the business grows.

Our compliance requirements are becoming increasingly global, and we continue to onboard clients across multiple jurisdictions. GBG has shown a willingness to work collaboratively with us on future enhancements, workshops and process improvements that will help ensure the platform continues to support our long-term objectives.

As our onboarding volumes increase, we see significant value in continuing that partnership approach to ensure we can maximise automation, reduce manual effort and further optimise our onboarding workflows.

Why Diligent recommends GBG Detected

6. Would you recommend GBG Detected to other organisations, and why?

Yes, based on our experience so far, I would recommend GBG Detected to organisations that need a structured and scalable solution for KYC and KYB processes.

The platform has helped us centralise information, improve process consistency and create a more efficient onboarding experience for both our internal teams and our clients. It has also provided the controls, auditability and compliance functionality required to support regulated business activities across multiple jurisdictions.

While we are still relatively early in our journey with the platform and continue to optimise how we use it, our experience has been overwhelmingly positive. The combination of strong platform functionality and a responsive support team provides a solid foundation for organisations managing complex due diligence requirements.

I have already discussed our use of GBG with industry peers and would be comfortable sharing my positive experiences and the benefits we have seen to date.

Scaling KYB automation for future growth

7. Is there anything else you would like to share?

One of the key opportunities moving forward is continuing to deepen our use of the platform and take advantage of more of its advanced capabilities.

As our compliance team grows, our onboarding volumes increase and we expand into additional jurisdictions, our focus is increasingly shifting from implementation to optimisation. We want to ensure that we are making full use of the platform's automation capabilities and reducing as much manual effort as possible.

We have recently welcomed new team members in both the US and UK, and there is significant value in helping them become expert users of the platform quickly. We also see opportunities to continue collaborating with GBG on enhancements that support businesses operating across multiple jurisdictions and managing complex entity structures.

Overall, we are pleased with the progress made so far. We have moved from a position where no formalised process existed to one where onboarding, due diligence and ongoing compliance activities are centrally managed through a dedicated platform. We believe the investment made in building that foundation will continue to deliver value as our business grows and our regulatory obligations expand globally.