Curve and Entrust: Streamlining Customer Onboarding With Workflow Studio

As Curve provides a single control layer across all their customers’ transactions, flexible payment solutions and secure customer experiences were both top of mind. To provide the most secure experience for their customers, including preventing account takeovers, the team decided to update their onboarding flows with enhanced fraud prevention capabilities.

Curve also wanted to consolidate and simplify the onboarding process. Previously, multiple verification checks were managed by different teams and vendors.

This meant processes operating in siloes. Plus, any changes to onboarding flows required alignment across multiple different teams, slowing the process down.

Finally, these siloes also created added pressure for the customer services team. Any customer applications that triggered a review involved a lot of manual overhead. All of which could prevent Curve getting valuable, new customers onto their app, faster.

As a long-standing customer of Entrust Identity Verification (IDV) solution, Curve partnered with Entrust to help solve these problems. Workflow Studio, Entrust’s orchestration solution, provided the functionality Curve needed to simplify and consolidate onboarding flows, plus access to additional fraud prevention capabilities.

By migrating to Studio, Curve unified previously siloed verification checks into a single workflow and streamlined the vendors they were using across different products, giving them more visibility and control over the onboarding process and workflow changes.

They now benefit from products exclusive to Studio, allowing Curve to easily implement additional fraud prevention into their workflows. In addition to Document Verification and AML Ongoing Watchlists, they now use Motion Biometric Verification and Repeat Attempts, helping them better mitigate fraud at account opening.

With support from the Entrust professional services team, migration itself was simple compared to other vendors integrations. The team migrated, built and tested 9-years' worth of existing processes, going live in just a few weeks.

As a result of migrating to Workflow Studio, Curve have been able to consolidate vendors and bring together previously siloed onboarding processes. Specifically, Curve consolidated three independent systems into a single system owned by one team. It’s now faster and easier to update onboarding flows, has improved business continuity, and reduced manual overhead.

Using Studio means one team can now manage the entire workflow, allowing quicker issue resolution and faster delivery of improvements. For example, Curve needed to make a change to the types of identity documents they were accepting. Using Studio, they were able to add the new document type to the workflow, check it worked, and go live in minutes. 

With the old process, it would have taken up to two days to make the change. Curve is also able to test and validate workflow changes in production by releasing new versions to a subset of users before full activation with Gradual Rollout.

Studio has also provided Curve access to new products such as Motion Biometric Verification, allowing Curve to detect sophisticated fraud from day one.

Internally, Curve has a clearer view of what users are doing and which checks they’ve completed thanks to the centralized workflow, improving business continuity. As Hugh Halsey, Business & Operations Manager at Curve puts it: 

“Studio makes it easier to visualize and understand our onboarding processes. We can simply log into the dashboard and see most of the onboarding process right there. It's very useful from an organizational standpoint – Studio makes it easier to explain to stakeholders.”

Finally, Studio has reduced manual overhead by automating parts of the review process. Curve’s customer service team can now respond more efficiently when customer applications require a review. All of this translates into real customer value by making it easier and faster for genuine users to start using Curve’s app.

Next, Curve plan on testing additional fraud-prevention products available in Studio to further strengthen their identity stack, as well as setting up new workflows for other use cases. That’s the power of Workflow Studio – its flexibility allows customers to build and manage identity process aligned to specific business goals, with ease.

"At Entrust, we’re incredibly proud of our partnership with Curve. We've supported their journey from an ambitious young fintech to a market leader in the digital wallet space, and we’re excited to continue innovating together in the next chapter."

Olly Collis, Senior Account Executive, Entrust