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

pointsbet-logo

About pay.com.au

Making B2B payments faster, simpler, and more rewarding.

Pay.com.au is an Australian B2B payment and rewards platform that helps businesses move money faster and earn rewards on every transaction - from supplier invoices and payroll to BAS and tax obligations. As the platform scaled, so did the complexity of its KYC, KYB, and AML compliance obligations.

pay-com-au-logo-600x124 (1)
+0%
Uplift in pass rates
-0%
Reduction in manual reviews
0%
Faster onboarding times
 
 

"We wanted a platform that could scale globally with us, not just solve for Australian compliance. FrankieOne gave us that flexibility through a single integration, with the ability to switch providers and plug in new solutions as we expand into new markets."

Yvonne Gilmour - Customer Experience Manager, Pay.com.au

The Challenge

As Pay.com.au scaled, its compliance stack couldn't keep pace.

challenge-fragmented-stack_1
Fragmented compliance stack
Identity verification, business verification, and watchlist screening sat across multiple providers. The tools worked, but created operational blind spots and patchy audit trails.
challenge-single-purpose
Single-purpose IDV tool

The previous provider was well-regarded for identity verification, but couldn't deliver the breadth needed across KYC, KYB, AML screening, and biometrics as the business grew.

challenge-manual-processes-v2
Manual processes that couldn't scale

The operations team spent significant time manually validating verification data - every edge case, every failed check, every formatting mismatch required hands-on intervention. Volume growth was adding headcount pressure, not efficiency.

challenge-scaling-jurisdictions-v2
Scaling across jurisdictions
Pay.com.au was preparing to expand beyond Australia. A compliance architecture built around a single domestic provider couldn't support multi-jurisdictional KYC and KYB requirements without rebuilding integrations for every new market.
Payment Orchestration Flow with Verification Sources

FrankieOne stood out because it solved the structural problem, not just the verification problem.

Rather than replacing one point solution with another, FrankieOne gave pay.com.au an orchestration layer across KYC, KYB, Biometrics, AML, and ongoing monitoring - with the flexibility to choose and switch providers without rebuilding integrations. 

 

Key Capabilities Delivered

Measurable impact across compliance, operations, and customer experience.

25% higher pass rates

More customers passing on the first attempt meant fewer reattempts, fewer support tickets, and a significantly smoother experience for both merchants and the operations team.

40% fewer manual reviews

The team shifted from reviewing every verification to managing exceptions and high-complexity cases only. Pay.com.au absorbed significant volume growth without adding headcount to the compliance function.

60% faster onboarding time

Standard application processing dropped from 2–3 days to under 24 hours by automating checks and eliminating the rework loop of failed attempts and formatting mismatches.

Biometrics as a customer experience win

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

Data-driven risk tuning

Full visibility into why customers fail verification means the team now adjusts risk settings and acceptance thresholds based on actual data, not assumptions.

Looking ahead

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 build on - with the configurability to automate more, extend fraud prevention, and scale into new markets without rebuilds, re-integrations, or new vendors to manage.

Ready to scale without friction?