Case Study: a leading consumer genetics company cuts account recovery time by 87% with Vouched

leading consumer genetics company cuts account recovery time by 87% with Vouched

A leading consumer genetics company faced a significant challenge with its outdated, paper-based account recovery process. Customers who lost their login credentials had to download a form, sign it in pen, and mail or fax it to headquarters, a manual workflow that took an average of 13.3 days to resolve. To modernize this experience, the company partnered with Vouched to implement its digital identity verification (IDV) service.

By integrating Vouched into its account recovery workflow, the company replaced manual signature reviews with automated ID validation, biometric matching, and liveness detection. This solution from Vouched resulted in an 87% reduction in average resolution time and 25% fewer service agent touches per case. The new system also provided enhanced security and the operational resilience to handle a three-fold volume surge in a single month without adding headcount.