Cape Town Investment Rollout

A Cape Town Intake That Needed More Than a Form

The client worked with investors in Cape Town and wanted a video KYC flow that felt organised from first contact to account opening. Their main concern was not the session itself, it was what happened around it, from the booking step to the final review note on each file.

The brief called for guided video sessions, ID document capture, face comparison, liveness checks and a quality layer that could catch weak images or unclear matches before a record moved forward. They also needed staff to keep consent, logs and supporting notes in order for customer due diligence and internal audit trails.

• Business type: investment onboarding team
• Location: Cape Town
• Channel: scheduled remote video sessions
• Core controls: identity check, face match, liveness review and record keeping

The practical limits we had to work around

The team wanted a process that could sit alongside their existing onboarding steps without forcing a full rebuild of how they worked. They also needed clear handoffs for escalations, because some files would need a second look when the document image was blurred, the voice check was weak or the session note lacked enough detail.

Another constraint was staff consistency. Different people had been handling cases in different ways, so the workflow had to be written down in plain terms and taught the same way across the team. We kept the process grounded in South African business practice, with attention to POPIA record keeping and FICA customer due diligence in general terms, not legal opinion.

• Keep the workflow short enough for live use
• Separate routine checks from exception handling
• Make the review notes easy to audit later
• Train more than one person on each step

How We Shaped The Workflow Over Three Weeks

Week one focused on the map. We worked through the customer journey from booking through to verification outcome, then marked where the agent needed a script, where the system needed a prompt and where a manual check was safer than a quick approval.

Week two covered integration planning and agent script design. Jared Jantjies handled the technical coordination around the intake flow, while Anele Nortje shaped the training material and the wording used in the session. We also set up escalation design so that cases with poor images, mismatched details or failed liveness steps could move to a review queue without confusion.

Week three was the handover into pilot launch support, with quality monitoring and operational reporting folded into daily use. Naledi Adonis coordinated the moving parts on the operational side, Megan Vermaak kept client communication and support notes aligned, and Sibusiso Gamieldien checked that quality rules were being applied with the same standard across the team.

What The Live Sessions Needed To Cover

The video session itself had to feel controlled without becoming stiff. Agents needed a script that told the customer what to do, when to hold the ID document near the camera and how to pause long enough for the face comparison to be useful. The quality layer then looked at the file after the session and confirmed whether the evidence was strong enough for the next step.

Leila Petersen led the verification team process, with attention to what counted as a clean file and what should be escalated for another review. The result was a workflow that treated the session as one part of the file, not the whole decision.

• Guided video opening and identity capture
• Face comparison against the ID document
• Liveness checks during the session
• Quality review before account opening

Training That Stuck With The Team

Training mattered just as much as the workflow. We ran staff through the script, the escalation points and the review notes until the process felt familiar enough for day to day use. The training covered what to ask, what to record and what to flag, with enough repetition to reduce drift between team members.

We also built refresh training into the support plan so new staff could be folded in without changing the standard. That helped the Cape Town team keep their onboarding style steady when volumes moved up or a new reviewer joined the process.

• Agent script design for live sessions
• Refresh training for new and existing staff
• Operational reporting for review trends
• Change request support when steps needed adjustment

What Changed Once The Rollout Settled

When the rollout wrapped up, the client had a neater route from scheduled session to final review. Files were easier to sort, the handoff points were clearer and the team had a shared way of handling exceptions instead of relying on memory or informal notes.

The quality review layer made weak files easier to catch before they reached the wrong stage, and the reporting gave management a better view of where the process slowed down. For a remote onboarding flow in Cape Town, that mattered because the work had to stay organised even when the client base was spread across Johannesburg, Pretoria, Durban, Gqeberha and other parts of South Africa.

If we were doing a similar rollout again, we would keep the same order: map the journey first, script the session second, then put the review layer and reporting around it. That sequence kept the work practical and gave the team enough structure without making the process heavy.