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