First look at the onboarding flow
We begin by mapping where the video identity step sits in your customer journey. That includes account opening, document capture, consent, screening, escalation and the point where a verified record is stored for audit use.
For some clients the process fits neatly into an existing digital form. For others it sits after a sales call or once a customer uploads supporting documents. The aim is to keep the guided video session short, clear and usable by your staff without extra back-and-forth.
- Review the customer journey from first contact to account activation.
- Identify the documents your team already collects.
- Set the place where consent is recorded.
- Define when a case must move to manual review.
Workflow planning around your onboarding rules
Workflow planning turns the service into a process your team can follow every day. We look at who starts the check, who reviews it, who stores the outcome and which cases need escalation before a customer account is opened.
If your business operates across Johannesburg, Pretoria, Cape Town, Durban or Gqeberha, the same flow can still run across branches and sales teams. The difference usually sits in approval levels, document types or the fields your internal system needs to receive.
- Map the steps for new customers and higher-risk cases.
- Note where scripts need a reset for different product lines.
- Set practical rules for failed captures or unclear images.
- Decide what gets logged in your record keeping stack.
Integration planning for your own systems
If your onboarding platform already takes customer details, we plan how the video identity step fits into that structure. API coordination, field mapping and status updates are handled with the same focus on clean handover and stable records.
Some clients want the identity result pushed into an internal case file. Others need a simple status update and a stored report for later review. Jared Jantjies leads the integration planning work, while the operational side is kept in step with your business rules.
- Check which fields need to move between systems.
- Set the status labels your team will read at a glance.
- Confirm where the verification record is kept.
- Plan error handling for dropped sessions or missing data.
Training for staff who handle live onboarding
Training covers the practical side of the service, not just the theory. Anele Nortje works through the agent script, customer handover points, identity checks, consent wording and the way your own staff should respond when a session needs attention.
We also cover refresher training for teams that need a tighter process after launch. That can include branch staff in Sandton, Midrand or Rosebank, along with remote teams handling customers from other provinces. The goal is the same, keep the session controlled and easy to follow.
- Guide staff through the opening script and consent step.
- Show how to review an ID document on screen.
- Explain what to do when a face match is unclear.
- Cover the tone and pace that suits your customers.
Pilot launch support and early go-live checks
A pilot launch is useful when your team wants to test the full flow before wider rollout. During this phase we watch for friction in the handover, session timing, document quality and the way exceptions are logged.
Go-live stabilising keeps the process steady once the service is active. Megan Vermaak and Sibusiso Gamieldien support the early monitoring side, while Leila Petersen keeps quality checks aligned to the agreed script and review standard.
Operational reporting is used to spot patterns, such as repeated document issues or cases that need stronger escalation design. That helps your team adjust the process without changing the whole setup.
What to prepare before onboarding starts
The cleanest setups usually arrive with a few decisions already made. That makes the first workshop more useful and keeps the work close to your real customer flow rather than a generic version of it.
- Your onboarding stages and approval points.
- The customer documents you expect to see.
- Any scripts or notices your team already uses.
- Names of the staff who will manage the process.
- Questions for the training, reporting or change request steps.
Thabo Mokoka oversees the client side of the work from our Rosebank, Johannesburg base. For setup questions or rollout support, send the details through our contact form on the contact page.
