1 click merchant onboarding for one of the largest Payment Gateway aggregators in India.
Opportunity
The payment gateway aggregator faced a critical challenge with their merchant onboarding process, which typically took 7-10 business days, severely impacting their ability to quickly onboard new merchants. This delay was exacerbated by the time-consuming setup of the sandbox environment and the sharing of keys, which itself took almost a week, delaying merchants from testing the SDKs.
Approach
Our team sat down with the client, understood the pain points and solved the issue by implementing the following solutions:
- Streamlined Signup Workflow: Transitioned from a multi-step wizard to a single-click signup process.
- Instant Sandbox Environment Provisioning: Enabled immediate access to the sandbox environment upon signup.
- Sample Transaction Demonstration: Included a sample transaction through Citrus Pay Payment Gateway in the onboarding process.
- Mobile-Responsive Web Interface: Developed an easy-to-use interface for merchants to upload verification documents.
- Backend System and Sync with Redmine: Created a system to sync documents and status between the back office’s Redmine ticketing tool and the merchant onboarding interface.
- Parameterized SDK Documents: Customized SDK documents to display the merchant’s sandbox keys.
- Seamless Transition to Production Setup: Ensured a smooth transition from sandbox to production for merchants.
Outcomes
- Rapid Onboarding: Citrus Pay could keep pace with market demand, rapidly onboarding merchants.
- Improved Customer Satisfaction (CSAT): There was a notable improvement in CSAT numbers.
- Increased Conversion Rates: The conversion of merchants from Sandbox to the production environment improved substantially.
- Enhanced Sales Team Performance: Sales teams could demonstrate the onboarding process more effectively using mobile devices, thanks to the single-click process.
- Increased Back Office Productivity: The back office team could predict the onboarding pace better and efficiently communicate document verification status to merchants.
- 24/7 Onboarding Availability: Merchants gained the flexibility to start their onboarding journey at any time, positively impacting their sales.
Technologies
Cloud toolchain
Third party tools
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