Case Study: Leading global background screening solutions provider achieves 65% same-day closures and 35% reduction in effort with Hexaware's Digital Verification As A Service (DVaaS)

Leading Global Solutions Provider - Customer Case Study

Leading Global Solutions Provider, a leading global background screening solutions provider serving over 35,000 organizations, faced a highly fragmented verification process with strict TATs (~2 days), heavy manual research (60% effort), variable client-specific SOPs, poor productivity monitoring, frequent rework and high human-dependency that increased backlog and lowered verification quality. Hexaware was engaged to modernize and automate the verification lifecycle using its Digital Verification As A Service (DVaaS) approach.

Hexaware implemented a multi‑BOT disruptive model—Research BOT, Online BOT and SOP BOT—integrated with CRM and Altitude telephony, a centralized database, exception handling and analytics. The automation cut Research AHT from 10–12 minutes to 1.5 minutes, SOP AHT from 16–20 minutes to under 3 minutes, increased same‑day closures to 65%, reduced effort by 35%, lifted productivity by 109%, and lowered Unable To Verify rates from 11% to under 9%, while enabling Hexaware to scale DVaaS to additional clients and help the customer grow its end‑client base.