Pay.com.au: 25% Higher Pass Rates, 40% Fewer Reviews

Overview

Pay.com.au is on a mission to make B2B payments more rewarding. As an Australian B2B payment and rewards platform, the company helps businesses move money faster and earn rewards on every transaction, from supplier invoices and payroll to BAS and tax obligations.

As Pay.com.au scaled, so did the complexity of its KYC and KYB obligations. Stringent regulatory requirements in B2B payments demanded more than a single-purpose identity verification tool could deliver. Multiple point solutions, manual processes, and limited visibility over verification outcomes were creating friction. And friction, when you're trying to grow, is expensive.

Since going live with FrankieOne, Pay.com.au reports a 25% uplift in pass rates, a reduction in manual reviews of approximately 40%, and standard onboarding compressed from 2-3 days to under 24 hours.

Impact at a glance

• 25% uplift in first-pass verification rates
• ~40% reduction in manual reviews
• Standard application onboarding reduced from 2-3 days to under 24 hours
• Multiple point solutions consolidated into a single KYC, KYB, and AML platform
• Watchlist screening consolidated into a single compliance workflow
• Volume growth absorbed without adding operational headcount

All figures reported by Pay.com.au.

The challenge: point solutions in a high-trust payments environment

Before FrankieOne, Pay.com.au's compliance stack was spread across multiple providers. Identity verification sat in one system. Business verification lived in another. Watchlist screening had limited coverage. The tools technically worked, but they created operational blind spots.

B2B payments carry stringent regulatory requirements for both KYC and KYB. Every merchant onboarded needs to be verified as a legitimate individual and a legitimate business. When those checks are fragmented across disconnected systems, the result is patchy processes, gaps in your audit trail, and an operations team that spends half its day switching between dashboards instead of actually managing risk.

Pay.com.au's previous provider was a well-regarded identity verification tool. Customers could verify identity in minutes using a device with a webcam, connecting to DVS sources without needing physical documents. It did what it said on the tin. But as the business grew, a single-purpose IDV tool couldn't deliver the breadth of coverage needed across KYC, KYB, AML screening, and biometrics.

Why change: compliance that keeps pace with growth

Pay.com.au's compliance requirements were expanding. Australia's AML/CTF regime continues to tighten under the Anti-Money Laundering and Counter-Terrorism Financing Amendment Act 2024, and AUSTRAC's evolving expectations mean compliance can no longer be treated as a static onboarding step. A fragmented verification approach wasn't going to hold up under that scrutiny.

The previous setup also introduced vendor lock-in. Switching providers or adding new verification capabilities meant rebuilding integrations from scratch. Pay.com.au needed a compliance architecture that could evolve without engineering bottlenecks, with the flexibility to support multi-jurisdictional requirements as the business grows.

"The decision to move wasn't about performance," says Yvonne Gilmour, Head of Operations, Support & CX at Pay.com.au. "It was about strategic fit." Pay.com.au needed a KYC platform that could bring together biometric checking, DVS-connected identity verification, and ASIC-based KYB reporting for multiple entity types, all through a single integration.

Why FrankieOne: one integration, full coverage

FrankieOne gave Pay.com.au a single platform across KYC, KYB, biometrics, AML screening, and ongoing monitoring. One API integration replaced multiple vendor relationships and removed the need for manual fallback processes when individual checks failed.

The ability to choose and switch between third-party verification providers within the platform set it apart. Pay.com.au could match the right provider to the right use case, including selecting the best-fit OCR and biometrics suppliers, without rebuilding integrations each time.

DVS-connected identity verification ensured compliance with Australian government database requirements. ASIC reporting for various entity types addressed the KYB requirements that the previous provider couldn't cover. And consolidating sanctions and PEP screening into the same platform gave the operations team a single workflow for watchlist checks that had previously been fragmented.

The aggregator model was compelling from the start. A single integration point with the flexibility to tune the underlying provider mix as requirements evolved. And FrankieOne's ongoing investment in risk assessment and CDD capabilities signalled a team building ahead of the market, not just keeping pace with it.

25% higher pass rates without cutting corners on compliance

Results didn't appear overnight. Realistically, there's a ramp period with any new compliance platform. Once Pay.com.au's operations team were fully across the FrankieOne interface, around two to three months in, the benefits started showing clearly: better visibility, more informed decision-making at the queue level, and meaningful improvements over the previous KYC provider.

Once the team was up to speed, the numbers moved. Pay.com.au reports a 25% uplift in first-pass verification rates. More customers passing on the first attempt meant fewer reattempts, fewer support tickets, and a significantly smoother experience for both merchants and the Pay.com.au operations team.

Standard application processing compressed from 2-3 days to under 24 hours. The speed came from automating the checks that used to be manual and cutting out the rework loop: failed attempts, formatting mismatches, re-submissions.

The biometrics flow has been the biggest customer-facing win. Verification results come through instantly, and the OCR collection experience is significantly smoother. Customers notice.

40% fewer manual reviews, zero additional headcount

Before FrankieOne, Pay.com.au's operations team spent significant time manually validating verification data. Every edge case, every failed check, every formatting mismatch required hands-on intervention.

With FrankieOne handling primary checks automatically, manual reviews dropped by approximately 40%. The team shifted from reviewing every verification to managing exceptions and high-complexity cases only. That shift meant Pay.com.au absorbed significant volume growth without adding headcount to the compliance function.

The team has managed significant volume growth without adding headcount, with ops time increasingly redirected to exceptions and higher-complexity cases.

That visibility changed how the team operates. When you can see exactly why a customer failed, you stop guessing and start tuning. Pay.com.au now adjusts risk settings and acceptance thresholds based on actual data, not assumptions.

A compliance foundation built for what comes next

Pay.com.au now runs KYC, KYB, biometrics, and AML screening through a single platform. The fragmented compliance stack is gone, and what replaced it is a foundation the team can actually build on. The platform's configurability gives the team room to automate more of their onboarding workflow and extend fraud prevention capabilities as the business grows.

On the operations side, the consolidation has improved the team's ability to identify and respond to potential fraud more effectively, while spending less time managing tools and more time making decisions that require human judgement.

As the regulatory environment continues to tighten and the business grows, the compliance stack grows with it. No rebuilds, no re-integrations, no new vendors to manage.

Want to see how a single KYC platform can simplify compliance without slowing down onboarding?

Talk to our team to see how FrankieOne works for payments businesses.

→ Read the full Pay.com.au case study