Banking House operating model

Qualified prospect to activated client

This is the customer journey Lunar should operate: sales starts the activation room, serviceability is checked before heavy asks, blockers have owners, and onboarding continues until first use.

The journey

Not form submission to approval. Qualified prospect to first usable Banking House workflow.

Activation system
1

Qualified discovery

Sales starts the activation room before the client ever sees a form.

  • Segment, jurisdiction, services, current stack
  • Volume proxy, pain, commercial next step
  • Decision-maker and likely associated parties
2

Serviceability gate

Lunar decides what can likely be served before asking for a heavy document set.

  • Entity, country, risk flags, license route
  • Services available now, later, or not supported
  • Clear constraints before client effort
3

Prepared activation room

The client opens a room Lunar has already shaped from discovery.

  • Standard Banking House service catalog
  • Prefilled activation path and roles
  • Missing items shown as blockers, not bureaucracy
4

People and proof

The client confirms who belongs and supplies only what unlocks selected services.

  • UBOs, directors, signers, executors
  • Authority and ownership evidence
  • Service-specific proof checklist
5

Staged unlocks

Activation is not binary. Services unlock as required checks clear.

  • View org, invite team, prepare accounts
  • Unlock OTC, custody, payments, credit, limits
  • Each blocked state has an owner and next action
6

First use and expansion

Onboarding ends only when the client has actually started using the House.

  • First trade, transfer, custody setup, funding
  • Reporting, limits, success check-in
  • Expansion signals for next services

Ownership lanes

Every stage needs a named owner. "Pending review" is not a state unless someone owns the next move.

Operating view
1. Discovery
2. Serviceability
3. Activation room
4. Proof
5. Unlocks
6. First use
Sales / BD
Qualify needServices, pain, value, current stack, volume proxy.
Route accountConfirm segment fit and commercial route.
Set expectationExplain prepared room and likely open items.
Support contextClarify promise made on calls.
Watch commercial blockerPricing, limits, and first workflow.
Expansion signalNext service and relationship motion.
Client
Share contextBusiness model, needs, provider pain.
See likely fitKnows what Lunar can move forward.
Confirm setupServices, people, account details.
Complete blockersUpload proof and invite associated parties.
Track unlocksUnderstands what opens and why.
Use the HouseFirst trade, transfer, custody, report.
Customer Success
Prepare accountTurns call notes into activation state.
Own next actionFlags blockers before client burden grows.
Operate roomTracks status, blockers, owners, asks.
Chase cleanlyOne ask per blocker with owner and reason.
Coordinate unlockMoves services from blocked to ready.
Run check-inConfirms first-use success and next need.
Compliance / Ops
Advise flagsEarly risk signals and service constraints.
Serviceability callEntity, country, risk, route, exceptions.
Review evidence mapRequired, conditional, deferred, removed.
Validate proofPeople, authority, source, settlement, wallets.
Approve staged servicesLimits, conditions, exceptions.
Monitor first useConfirm activity matches expected profile.
Product / Legal / PR
Capture product implicationWhat this client teaches Lunar.
Keep claims safeLive vs roadmap, license/entity basis.
Support trust contentWho Lunar is, what is live, what is next.
Clarify edge casesPolicy, terms, route, escalation.
Turn patterns into productReusable workflows and requirements.
Feed roadmapExpansion demand and repeated blockers.

Blocker model

Every blocker needs the same shape: what is missing, what it blocks, who owns it, and what clears it.

No vague pending
Missing itemTrader mandate, ownership chart, settlement account proof, wallet context, source-of-funds narrative.
BlocksSpecific service, limit, execution path, payment rail, credit review, or first use.
OwnerClient, CS, Compliance, Ops, Product, Sales, or Legal.
Clears whenNamed evidence is accepted or an internal exception is approved.
Associated-party painUBOs, directors, signers, controllers, executors, treasury operators.
Real riskOne user looks ready while the company is still blocked.
OwnerCS maps roles; client confirms; Compliance decides who needs deeper review.
Clears whenRole, authority, ownership, and proof are tied to the service being activated.
The client should never wonder what Lunar is waiting on.

The activation room should always answer three questions: what can I do now, what is blocked, and what exactly clears the block?

Serviceability before heavy asks

Before the client enters a long proof flow, Lunar should show likely service fit, route, constraints, and any obvious no-go flags. That avoids creating a polished version of the same broken process.

Trust content belongs in onboarding

Serious clients and investors will ask who Lunar is, what is live, what is roadmap, which entity backs the service, and which claims are safe. This needs to live in the journey, not in a separate cleanup folder.

What the demo should prove

The artifacts should show a repeatable operating model, not just screens.

Demo spine

Sales creates momentum

The second-call view is already prepared: client, segment, service path, people, likely blockers, and next commercial step.

Client sees first value

The client confirms a prepared room and completes a small number of activation blockers tied to selected services.

CS owns the machinery

Customer Success sees the operating terminal: blockers, owners, evidence, internal submission, staged unlocks, and first-use tasks.