The situation
Onboarding drop-off was invisible by stage — the firm knew applications were falling out, but not where or why. KYC ops couldn’t scale with market-driven volume spikes: every rally created a backlog, and by the time applications were processed the lead had gone cold. Incomplete applications sat in queues with no systematic follow-up.
What we built
Stage-instrumented onboarding workflow — on Zoho, with visibility into exactly where each application sits and why
Document extraction agents — on KYC packs, cross-checked against KRA and bank data in real time
Voice agents — chasing incomplete applications — calling applicants back, collecting missing documents, confirming details
Drop-off analytics — by stage, by source, by time of day — so the business knows where to intervene
Method
Industry
Stock Broking
What was measured
Onboarding TAT, drop-off by stage, applications per ops FTE, activation rate
Governance
Human adjudication on all KYC mismatches; CSCRF-aligned log retention; India-region processing