A fast-growing organization was struggling to onboard new customers quickly enough to match its sales velocity. While demand was strong, the onboarding process—spanning KYC collection, risk checks, contract validation, provisioning, and welcome communications—was built on manual handoffs and fragmented systems. As a result, customers frequently waited up to 7 days to become fully active, creating friction at the very moment the relationship should feel seamless.
Key issues included:
Too many manual steps: Documents were collected via email/WhatsApp, reviewed manually, and re-entered into multiple systems.
Inconsistent data quality: Missing fields, incorrect formats, and non-standard documents caused repeated back-and-forth with customers.
Delayed approvals: Compliance and operations teams lacked a consolidated view, so tasks sat in queues with limited prioritization.
Limited visibility: Leadership and customer-facing teams could not track onboarding stage-by-stage, making ETAs unreliable.
High operational overhead: The onboarding team was spending significant time on repetitive checks instead of exceptions and relationship building.
Scaling pressure: As volumes grew, turnaround time worsened, threatening conversion rates and customer satisfaction.
The business needed to compress onboarding time dramatically—without compromising compliance, accuracy, or security.
Maayan Technologies redesigned onboarding as a digital-first, automation-led workflow, combining Intelligent Document Processing (IDP), workflow orchestration, and rule-based + AI-assisted validation to turn onboarding into a same-day experience.
1) Standardized Digital Intake
We introduced a structured onboarding intake experience (web form or portal-based flow) that guided customers to submit the right documents and information upfront. Built-in validations reduced incomplete submissions, while smart prompts helped customers correct issues immediately (e.g., wrong file types, missing signatures, mismatched IDs).
2) Intelligent Document Processing (IDP)
Using IDP, the solution automatically:
Extracted key fields from KYC/registration documents (names, IDs, addresses, company details, tax numbers, banking info)
Classified documents (ID proof, address proof, registration certificate, bank confirmation, authorization letters)
Detected missing pages, unreadable scans, and mismatches between documents
Reduced manual data entry and eliminated repetitive verification steps
This shifted the team’s focus from routine reading to exception handling.
3) Automated Checks & Risk Validation
We implemented a rules engine for consistent and auditable checks—such as mandatory field completion, formatting rules, document expiry checks, and internal risk policies. Where needed, the workflow supported integrations with verification services or internal risk systems (depending on the client environment). The outcome: faster approvals with less variability and stronger control.
4) Workflow Orchestration with Clear SLAs
We rebuilt onboarding into a single orchestrated workflow with:
Stage-based routing (sales → compliance → operations → provisioning)
Automated task assignment and escalation
SLA clocks and queue prioritization
Full audit trail of actions and approvals
This removed bottlenecks caused by emails and informal follow-ups.
5) Provisioning Automation & Welcome Journey
Once approvals were complete, provisioning steps were triggered automatically:
Account creation and entitlements
Profile setup and baseline configurations
Welcome email/SMS with next steps and onboarding checklist
Internal notifications to sales and customer success
This ensured customers moved from “approved” to “active” without waiting for manual follow-through.
6) Dashboards, Monitoring & Continuous Improvement
We deployed operational dashboards showing:
Real-time onboarding status by customer
Average processing time per stage
Drop-off points and rework causes
Compliance exception trends
These insights helped leaders continuously improve the process and keep turnaround time stable as volume grew.
The onboarding transformation delivered measurable improvements in speed, customer experience, and operational efficiency:
Onboarding time reduced from ~7 days to ~24 hours for standard, low-risk customers.
Significant reduction in manual effort through automated extraction, validation, and routing.
Lower rework and fewer follow-ups due to improved intake quality and document completeness checks.
Higher transparency and predictability with stage-level tracking, SLAs, and automated escalations.
Stronger compliance and audit readiness through consistent policy checks and complete audit trails.
Improved customer satisfaction and faster revenue realization by activating customers sooner.
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