It has become impossible to separate business strategy from technological innovation leading everyone from retailers to professionals to invest heavily in tech solutions to help market, improve offerings, and drive business.
With a firm press on the growth pedal and an increased number of driver-partners keenly interested in joining Porter’s journey, a dire need to automate and upscale the onboarding process popped up. The Partner Experience team made its way to improving the overall experience of our driver-partners because the current operationally heavy onboarding process wasn’t scalable.
The existing onboarding process included mammoth tasks. The customer care team witnessed an increased number of repeated calls thereby the burden of grievance handling took a jump. The high TAT for document approval led to the waning interest of our driver partners in joining Porter. Additionally, it increased the poor ratings of the mobile app.
The partner experience team diligently focused on ways to solve the issues. They successfully created a document management system. The system so designed had the capability to process all kinds of documents without fail. This service development, to interact with the central repository through multiple vendors, has the capability to fetch partners’ PII (Personal Identifiable Information) and Vehicle Information.
An achievement worth celebrating
- 50% decrease in the bandwidth of the agents.
- The frequency of onboarding driver-partners increased by 2X.
- The document approval process was automated by leveraging the OCR (Optical Character Recognition) and using the central KYC repository for verification.
The journey of smooth onboarding of our driver-partners started with a bang!
Every step forward is an opportunity for improvement, so the team looks forward to the auto-approval of all documents on the basis of the Aadhar card. At this stage, 50% of onboarding will be done within 10 minutes, which means the driver-partners could start taking orders after the onboarding process is complete.
At Porter, we are building an efficient ecosystem, for our customers and for our driver-partners. Every day teams are challenging and evolving and creating tech that is easy, solution-oriented, and a value-added feature. We are constantly evolving and it’s the journey that will always be more fruitful than the destination.