Overview
A leading player in the Capital Markets and Mutual Funds industry was struggling with an inefficient and fragmented client onboarding process. Manual KYC checks, lengthy verification cycles, and data mismatches led to significant user drop-offs and high rejection rates.
The onboarding experience not only impacted customer conversions but also inflated the cost of acquisition (COA), making it difficult for the business to scale efficiently.
To address these challenges, the organization partnered with Gridlines to digitize and automate its end-to-end onboarding process using real-time verification APIs.
Challenges
The client’s onboarding process was designed around traditional verification models, resulting in delays and inefficiencies.
Gridlines identified the following key issues:
- High user drop-offs during KYC and document upload stages
- Data mismatches and poor document quality causing frequent rejections
- Long onboarding turnaround time of 2–3 days on average
- Heavy manual intervention at multiple verification touchpoints
- Low DIY adoption, with users relying on assisted journeys
- High operational costs due to repetitive manual tasks
The client needed a system that could reduce human dependency, accelerate verification, and improve conversion — while maintaining full compliance with SEBI and RBI norms.
Solution: Gridlines’ Real-Time Verification API Suite
Gridlines implemented a comprehensive API-based solution to automate the onboarding workflow — enabling faster, compliant, and fully digital onboarding.
a. Real-Time Verification APIs
- Instant identity and Bank Account verification
- CKYC fetch for auto-populating customer details
- Facial match and liveness detection to ensure authenticity and regulatory compliance
b. Data Enrichment
- Integrated enrichment APIs to fetch verified data from regulated sources (income bands, PEP status, employment category, etc.)
- Enabled deeper customer profiling and early-stage segmentation
- Supported personalized investment recommendations and eligibility assessments
c. Reducing Drop-Offs
- Auto-filled fields minimized manual entry and errors
- Real-time error detection (e.g., invalid details, blurry images) guided users instantly
- Reduced onboarding time from days to minutes
d. Promoting DIY (Self-Serve) Journeys
- Designed intuitive APIs to support end-to-end self-onboarding
- Eliminated calls, paperwork, and agent dependency
- Delivered a mobile-first experience for faster completions
e. Automation & Straight-Through Processing (STP)
- Built-in rule engines for automated decisioning
- Standard cases processed without manual intervention
- Operations teams focused only on exceptions
f. Compliance & Audit Readiness
- All verification flows aligned with SEBI, RBI, and AMFI guidelines
- Automated audit trails and timestamps for regulatory readiness
- Real-time compliance rules ensured early detection of high-risk users (e.g., blacklisted PANs, AML alerts)
Impact & Results
Within weeks of implementation, the client saw measurable improvements across key metrics:
The result was a seamless, compliant, and scalable onboarding ecosystem that reduced operational load while improving user experience. With real-time verifications and automation, the lender could now scale faster — without scaling manual effort.
Gridlines — Powering real-time verifications for modern financial ecosystems.
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