Leading Consumer Genetics Company

Overview

From Paper Forms and Fax Machines to Frictionless Digital Identity Verification

A large consumer genetics company needed a secure, scalable way to help customers regain access to their accounts when they'd lost their original login credentials. Their previous process required customers to download a form, sign it in pen, and mail or fax it to headquarters. This manual workflow was clunky and time-consuming, which a technology company obviously wanted to improve. At an average of nearly two weeks to resolve, the workflow didn’t match the experience they wanted to give customers. By integrating Vouched into their account recovery workflow, the company replaced manual signature review with automated ID and biometric verification, dramatically reducing resolution time and improving the experience for customers and agents alike.

“We are glad to have Vouched in place. We didn't have to deal with a mountain of paperwork, cutting resolution time for both our service agents and customers.”Customer Care Operations, Leading Consumer Genetics Company

Challenge

“Paper-Based Process Out of Step With a Digital-First Brand”When customers lost access to their account credentials, recovery relied entirely on manual, paper-based steps:

• Customers had to download, print, and sign a form in pen — electronic signatures were not accepted.
• Completed forms were mailed to headquarters or scanned via fax machine and uploaded to the support ticket.
• Support agents manually compared handwritten signatures to IDs to confirm identity.
• Every case required a second agent to review and approve before any action was taken.
• Average resolution time reached 13.3 days

Customers questioned why a tech-forward company required them to print, sign in pen, and mail a form to headquarters.

Solution

Self-Serve Identity Verification That Fits Into the Existing Workflow

The company integrated Vouched into its account recovery workflow, replacing manual signature review with automated digital identity verification:

• Customers verify their identity through Vouched — completing ID validation, biometric matching, and liveness detection — instead of submitting paper forms.
• Verified identity data flows directly into Zendesk, giving agents access to extracted ID attributes without having to handle raw images.
• Approved users can continue without direct agent intervention, reducing the support workload for routine cases.
• Escalations still route to the internal review team, preserving oversight for complex or flagged situations.

A process that previously required agents to manually compare handwritten signatures to IDs is now instantly verified via Vouched — bringing frictionless speed to a sensitive workflow.

Result

Vouched Turns a 13-Day Manual Process Into a 42-Hour Digital Experience

Since implementing Vouched for account recovery, the company has seen measurable improvements across speed, security, and operational resilience:

Speed and efficiency

• 87% reduction in resolution time, from 320 hours fully manual to minutes with Vouched and within days manually.
• 25% fewer agent touches per case, from an average of 4 replies to 3.

Security

• Enhanced security by including verified photos and biometric and liveness checks.
• The dual-agent approval process remains in place and now runs significantly faster.

Resilience at scale

• Increased monthly verification volume was absorbed without additional headcount or a backlog of paper forms.

Looking ahead, the team plans to deepen the integration with Vouched verification requests to further automate matching and reduce remaining manual review steps.

An unexpected volume spike brought three times the normal traffic in a single month. With Vouched already in place, the team absorbed it without adding headcount or manual overhead.