E-hailing & mobility

Automating e-KYC validation for an e-hailing platform

Client anonymised. Named references are available under NDA during due diligence.

The client runs an e-hailing and mobility platform that continuously onboards drivers, passengers and merchants. Each new participant must clear e-KYC — electronic Know Your Customer identity checks — before they can transact on the platform. With onboarding running at scale across three participant types, the client engaged Canaan to make that verification step faster and less labour-intensive.

The challenge

Every identity document had to be checked by hand, across drivers, passengers and merchants alike. Manual validation is slow and staff-intensive, and it scales badly: as sign-ups rise, the review queue lengthens and each applicant waits longer to be cleared. The result was onboarding delay at exactly the moment a new user is most likely to abandon the process.

The solution

Canaan's business intelligence team scoped, tested and optimised an e-KYC validation module covering drivers, passengers and merchants, working alongside the client's own development team. Rather than replace the client's stack, Canaan built into it — automating the repetitive document checks and integrating the module so verification became a fast, consistent step in the existing onboarding flow.

The outcome

Automated checks cleared straightforward cases in seconds, without a person in the loop, shortening the onboarding wait. Just as importantly, it lifted the validation team off repetitive document review and redeployed that capacity toward exception handling and higher-value work. Applicants were onboarded faster; people moved onto the judgement calls that automation cannot make.

Each figure is published with its calculation basis on request.

53%
Reduction in validation headcount: RM 1.9m
Annual cost saving: 15s
Bot response time

Key takeaways

What carries across.

Automate the repetitive document checks first, and keep people for the exceptions.
Building into the client's existing stack beats replacing it — integration, not disruption.
Faster verification means fewer applicants abandoning onboarding mid-process.
Freeing staff from routine review lets you redeploy them toward higher-value work.