What the planning work covers
Integration planning sets out how a customer moves from your application flow into the verification session and then back into your onboarding record. We look at the exact points where an ID image is requested, where consent is recorded, where the face match is checked and where your team needs a clear status update.
The work also covers practical items that get missed when a process is only discussed in broad terms. That includes error states, missed sessions, poor image capture, escalation rules for doubtful documents and the wording that guides customers through the session without confusion.
- Customer journey mapping from signup to case closure
- Handoff points between your system and the verification team
- Prompt wording for ID capture and consent screens
- Trigger rules for review, escalation and recheck
- Rollout sequencing for pilot, go live and stabilising phases
How we shape the flow
We start by reading the way your onboarding process already works, then we fit the verification steps around it. For some clients that means a lightweight link from an online form. For others it means a fuller API-based flow with internal status updates, reviewer notes and reporting fields.
The aim is to keep the journey practical for the customer and clear for the staff member who has to action the record later. We also check that the sequence supports general FICA-style customer due diligence, together with consent handling and record keeping practices expected under POPIA.
- Review of current onboarding screens and handoffs
- Mapping of verification states and exception paths
- Prompt review for plain language and consistency
- Data field checks for audit, quality and reporting use
Technical touchpoints we plan for
Integration planning is not only about the customer view. It also covers the technical points that sit behind the session, such as API calls, session initiation, identity result capture, manual review flags and the way your staff sees the outcome in their own system.
Where a client has multiple user roles or more than one business unit, we add routing rules and control points so the process does not drift between teams. That is useful for businesses onboarding customers in Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, where branch teams may need one process but not identical permissions.
- API coordination and field mapping
- Status updates for passed, referred and failed checks
- Role-based access notes for operations and compliance staff
- Reporting fields for quality review and management oversight
Rollout sequencing without confusion
A rollout works better when the order is clear before anyone touches production. We set out the pilot group, the test scenarios, the staff who need training and the point where the live process takes over from the test flow. That reduces crossed wires between operations, support and management.
For some clients the first phase is a small pilot with selected customer types. For others it is a full launch with one controlled queue and one reporting view. We write the sequence so your team knows what happens first, what gets checked during the pilot and what needs to be signed off before wider use.
- Pilot scope and user group selection
- Test cases for ID capture, liveness and escalation
- Go live order for staff access and customer access
- Stabilising support after launch changes are made
Pricing approach and scope control
Pricing is shaped by scope rather than a flat pattern. A smaller planning brief with a single flow and a limited set of status updates is different from a wider project that includes multiple systems, staff roles, reporting rules and training material. We define the scope first, then price the work around the real touchpoints.
If your process needs change request support later, that can be handled as a separate piece of work rather than folded into the original plan. This keeps the brief tidy and helps both sides see what is covered, what sits outside the original scope and where extra design time may be needed.
- Scoped around workflows, systems and user roles
- Separate handling for changes after the original plan
- Clear notes on reporting, training and support items
- Useful for single-site teams and multi-branch operations
Aftercare once the flow is live
After the rollout, we stay close to the practical side of the process: the customer prompts, the staff handoff, the review queue and the reporting view. If a field needs rewording or a trigger needs adjusting, we look at the operating detail rather than forcing the same layout across every team.
That aftercare can include refresh training, change request support, quality monitoring and escalation design review. It is especially useful when staff change, when a form gets amended or when a branch starts seeing a different mix of customer files and edge cases.
- Refresh training for new or moved staff
- Review of escalation paths and reviewer notes
- Update support for prompts and workflow fields
- Operational reporting checks for ongoing use
Key facts
| Service type | Remote video identity verification integration planning |
|---|---|
| Base | Rosebank, Johannesburg |
| Coverage | South Africa, including Johannesburg, Pretoria, Cape Town, Durban and Gqeberha |
| Typical outputs | Workflow map, rollout sequence, API notes, training outline, escalation design |
| Client fit | Businesses onboarding customers online with verification and review steps |
| Team involved | Operations, integration, training, quality and client success leads |
