Client

A top-tier private sector bank in India

Context

As part of its push to grow digital savings account and credit card acquisitions, the bank had invested heavily in a browser-based Video KYC setup. On paper, the flow looked modern. In reality, it was fragile.

Customers were dropping off at alarming rates. Internal teams knew something was wrong, but the issue wasn’t obvious at first glance. The solution worked in controlled environments, but real users, on real devices, across real networks were telling a different story.

The Problem: When “Browser-Based” Isn’t Enough

The bank was using a legacy VideoCX solution that claimed to be browser-based. But in practice, it struggled the moment conditions weren’t perfect.

Cross-browser failures were the biggest culprit.

Customers on Safari (iOS), Firefox, or certain desktop setups were regularly blocked with “Browser Not Supported” messages. Many were asked to switch to Chrome, copy links, or restart the process altogether. Most didn’t bother.

Desktop and tablet journeys were unreliable.

High-value customers applying from office desktops or iPads faced camera and microphone permission issues. Sessions failed unpredictably, often after the customer had already invested time.

Language became another silent barrier.

The platform offered limited regional language support. Customers from Tier-2 and Tier-3 cities struggled to communicate during the call, and agents had no easy way to route sessions by language preference.

Operations were fragmented.

Agents had to juggle separate systems for video, OCR, and verification checks. Calls stretched to 8–10 minutes, and drop-offs kept climbing.

The result: nearly 70% drop-off in the Video KYC stage, despite strong top-of-funnel demand.

The Shift: Moving to a Unified SecureID Stack

The bank decided to move away from patchwork fixes and instead rework the onboarding flow end-to-end using SecureID by Cashfree Payments.

The focus wasn’t adding more checks. It was removing friction.

What Changed

1. Video KYC That Worked Everywhere

The first priority was stability.

SecureID’s Video KYC worked consistently across all major browsers and devices, including Safari on iOS, Firefox, Edge, desktops, tablets, and mobile phones. Customers no longer hit dead ends or “switch browser” prompts.

Language support expanded to 10+ Indian languages, with intelligent agent routing so customers were connected to someone they could actually converse with.

The system also held up in low-bandwidth conditions, which made a noticeable difference outside metro networks.

This alone removed the biggest reason customers were abandoning the flow.

2. Reducing Friction Before the Video Call

Next, the bank tackled early-stage fatigue.

With 1-Click Onboarding, most customer details were pre-filled before the Video KYC even began. Instead of typing dozens of fields, users confirmed information pulled from trusted sources.

This reduced hesitation and ensured more customers actually reached the video step, already invested in the process.

3. Smarter Document Handling with Smart OCR

Document quality had been another hidden issue.

Smart OCR introduced real-time quality checks. If a PAN or Aadhaar image was blurred, cut off, or poorly lit, customers were prompted immediately, not after the call failed.

The system also flagged obvious tampering or “photo-of-a-photo” uploads early, saving agents time and preventing unnecessary calls.

The Results

Within weeks of going live, the impact was clear:

• Video KYC completion rate improved from 40% to 80%

• Annual revenue uplift of INR 10.5 Cr, driven by higher conversion

• Cost per KYC call reduced from INR 400 to INR 150

• Average call time dropped from 10 minutes to 3 minutes

• Go-live completed in 4 weeks, compared to ~6 months projected with the legacy setup

• 10+ languages supported, improving adoption in Tier-2 and Tier-3 markets

• Zero browser-switch friction for customers

What Changed Internally

Beyond metrics, teams felt the difference.

Agents worked from a single, unified dashboard.
Product teams stopped firefighting edge cases.
Operations saw fewer incomplete or “almost successful” applications.

Most importantly, onboarding stopped being a bottleneck.

Conclusion

By moving from a fragile, fragmented VideoCX setup to SecureID’s unified onboarding stack, the bank removed barriers that were quietly pushing genuine customers away.

The result wasn’t just better numbers. It was a calmer, more predictable onboarding experience — for customers and internal teams alike.

About SecureID

SecureID by Cashfree Payments helps financial institutions verify users, reduce onboarding friction, and make identity decisions teams can stand behind. It brings together Video KYC, Smart OCR, and intelligent onboarding flows to improve conversion without compromising compliance.