Sravan.
How rethinking a single workflow saved the Operations team from burnout and boosted revenue.
OnGrid is a leading trust platform in India used for background checks. A big part of this is Physical Address Verification—sending agents to a person's home to confirm they actually live there. This is a high-stakes, fast-moving job where accuracy is everything for security and compliance.
On average, 80% of data errors were not that of an input error. Let's look into how we broke the loop where 62% of applicants, having to go through multiple manual steps during a case, did not go into a conversational loop.
I turned a confusing process into a simple, step-by-step guide and added a smart camera that helps workers get the right shot every time.
Replaced difficult checks and complicated rules with simple 'Yes/No' questions.
The camera gives instant feedback (e.g., "Too blurry") to ensure high-quality uploads the first time.
The app gives the final result automatically, removing the need for agents to memorize rules or overthink.
Agent drop-off plummeted from 60% to 10%
Verification capacity increased, driving a 50% rise in revenue.
Shifted operations from "firefighting" and recruiting to high-level quality audits.
