Getting the workflow to match your client journey
Every support request starts with the way your own onboarding works. Some teams want a short guided video session after online capture, others need the document step to sit earlier in the flow, and some need a tighter handoff between sales, operations and compliance checks. We map the sequence, note where a customer drops out, and shape the process so your staff can see what happens at each step.
That includes ID document capture, face comparison, liveness checks, consent handling and record keeping that can support POPIA aligned internal controls and FICA customer due diligence processes. We keep the language practical because your teams need clear steps, not vague policy notes.
Integration help for internal teams and developers
When the verification service must sit inside your own systems, the support work usually starts with integration planning and API coordination. We help your technical team understand what data must move, what the handover points are, and where the verification record should land in your customer file or case queue.
- Workflow mapping for onboarding journeys
- Integration planning for internal systems
- API coordination with your technical team
- Change request support when your flow shifts
That sort of work keeps the rollout steady when your business has multiple branches or one national onboarding team working from different cities.
Training for agents, reviewers and supervisors
Training is not only about showing a screen. Your staff need to know how to guide a customer through the video session, what to say when a document is unclear, and when to move a file into escalation. We build training around the actual scripts and the actual cases your team will see.
Anele Nortje leads the training coordination, while our team can refine agent script design, refresh training and escalation design for new intake patterns. Where staff change often, a shorter refresher session can keep the checks consistent without slowing the queue.
Quality monitoring when checks must stay consistent
Video verification only works when the review standard is steady. Sibusiso Gamieldien oversees quality monitoring, so the support process includes file review, script discipline and practical feedback on where the checks drift. We look at document handling, face match steps, liveness prompts and record completeness.
- Operational reporting for managers
- Quality monitoring across verification files
- Escalation design for difficult cases
- Pilot launch support before wider roll out
For clients in Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, that support helps maintain one standard across more than one office or team.
Go live support for live operational pressure
When a new process goes live, the pressure usually sits in the handover between sales, onboarding and verification. We help stabilise the operation, watch for recurring bottlenecks and adjust the process where the work is getting held up. That may mean a clearer agent script, a better escalation path or a tighter capture step before the video session starts.
Thabo Mokoka leads the business, with Megan Vermaak handling client success work and Leila Petersen leading the verification team. Jared Jantjies supports the integration side, and that mix helps the support work stay close to both the systems and the people using them.
Where clients raise issues and request support
Clients contact us through the enquiry form on our contact page when they need help with onboarding flow, training, reporting or a process update. That channel is also used when a new team needs refresh training, when a client wants a pilot launch supported, or when the verification sequence needs another look after a policy update.
We work with clients in Rosebank, Johannesburg, Sandton, Midrand, Pretoria, Cape Town, Durban and Gqeberha. The support conversation is usually about the actual work on the floor, not general theory, so the details matter.