Overview

The client is a leading financial services organization. They have many retail financial products such as home loan, vehicle loan, credit cards etc, that require extensive and mandatory KYC (Know Your Customer) documentation. In the post COVID situation this was becoming a practical challenge in meeting customers face to face. Online documentation was not helping much because customers required lot of hand-holding while filling up the documentation. Also uploading various documents and photographs posed practical challenges such as need for relatively computer- skilled customers. Not-so-computer savvy customers had challenges in completing the online documentation leading to abandonment of activities mid way. This resulted in longer Turn Around Times (TAT) in completing the sales transaction.