Streamlining Merchant Onboarding: How Indium Transformed Efficiency for a Global Food Delivery Giant
Client Overview
A globally recognized food delivery platform known for its expansive reach, recently expanded into the grocery and convenience retail delivery market. However, they faced significant challenges in efficiently onboarding new merchants, a process that was vital to their success in this new venture. Indium partnered with them to overhaul and optimize the onboarding process, ensuring faster time-to-market and enhanced operational efficiency
The Challenge: Overcoming Onboarding Inefficiencies
Lack of Centralized Visibility
The absence of a unified system made it difficult to track and manage the various stages of merchant onboarding, leading to delays and bottlenecks.
Fragmented Data Sources
Onboarding data was scattered across multiple source tables like account & organization hierarchy related dimensional tables, raw Kafka and salesforce tables capturing various event web and API endpoint services, making it hard to compile, analyze, and act upon the information effectively.
Manual and Error-Prone Monitoring
Without a centralized dashboard, monitoring the onboarding process was labor-intensive, prone to errors, and lacked the agility needed to make timely decisions.
Indium's Solution: A Comprehensive Tracking Framework
Indium tackled these challenges by developing a one-stop framework for tracking the merchant onboarding process. The solution involved the following key components:
Creation of a Master Event Table
Indium consolidated all onboarding event data into a centralized repository. This master table served as the backbone for
tracking every touchpoint in the merchant onboarding process, providing an overall view and enabling the identification of bottlenecks.
Implementation of a Tracking Framework
We established a standardized tracking framework, allowing systematic monitoring of each merchant's progress through the onboarding pipeline. This proactive approach enabled the operations team to quickly identify and mitigate inefficiencies.
Development of an Interactive Dashboard
We created a Tableau dashboard, offering stakeholders a real-time, visual overview of key onboarding metrics. With interactive features like drill-down capabilities and customizable views, the dashboard empowered users to make data-driven decisions, improving the onboarding experience
The Impact: Increased Efficiency, Visibility, and Data-Driven Decision Making
Indium’s solution delivered measurable benefits
Increased Efficiency
The streamlined onboarding process reduced merchants' onboarding time (time from account creation till the first trip has been taken) by 31% compared to pre-period and improved the 'same day first trip rate' by 12% enabling the client to bring new partners online faster and with fewer delays.
Enhanced Visibility and Control
The centralized tracking system gave stakeholders unprecedented visibility into the onboarding process, facilitating proactive management and quicker issue identification
Data-Driven Decision-Making
With real-time access to key metrics and the ability to drill down into specific data points, stakeholders were empowered to make informed decisions that drove continuous improvement in the onboarding process.
Business Outcome: Superior Merchant OnboardingImplementing Indium's one-stop tracking framework transformed the client's merchant onboarding process. By reducing inefficiencies, improving visibility, and enabling data-driven decision-making, Indium helped the client achieve faster time to market (saved 3 days’time).
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
