Client
Our client is a global provider of background check solutions, including pre-employment screening and compliance, to businesses worldwide. Through agile, technology-driven solutions, the 6,000+ people-strong company enables organizations to enhance their decision-making and talent acquisition processes.
Challenge
The client faced growing inefficiencies that affected both their operations and revenue:
- Turnaround times for verifications stretched to 8–2 days, far beyond the required 24 hours.
- Heavy reliance on manual research created delays and increased resource strain.
- “Unable-to-Verify” cases rose from 9% to 13%, directly impacting revenue.
Solution
We introduced an automation-driven approach to streamline processes, improve accuracy, and save time:
- Research Bot: Enabled research automation using Google, Yellow Pages, and corporate databases to identify contact numbers and update records seamlessly.
- Tracers Bot: Programmed to follow standardized procedures (SOPs) to process cases after call completion, minimizing manual intervention.
- Online /AI Bot: End-to-end automation of online verification cases, eliminating the need for manual calls and ensuring real-time database updates.
Benefits
Leveraging AI and automated background checks, we delivered transformational results for the client organization:
- Improved Productivity: Overall productivity increased by 30%.
- Faster Research Times: Reduced research time from 10–12 minutes to just 1–2 minutes.
- Higher Accuracy: Achieved an industry-leading accuracy rate of 99.95%.
- Reduced UTV Cases: “Unable-to-Verify” cases dropped from 11% to 8%, improving overall efficiency.
- Day 1 Closures: Increased same-day case closures by 40%.
- Lower Effort: Manual efforts were reduced by 35%, freeing teams to focus on higher-value tasks.
Summary
A leading background verification provider faced escalating delays and inefficiencies caused by manual processes, including lengthy research times and rising “Unable-to-Verify” cases. Hexaware introduced am automation-driven approach, using AI-powered bots to streamline workflows, reduce research times to under 2 minutes, and achieve near-perfect accuracy of 99.95%. The result was a remarkable 109% increase in productivity and a seamless, cost-effective verification process.
