Overview
A global online marketplace for homestays and experiences was preparing for their new strategic product launch of curated services and experiences, delivered by renowned and trained professionals in various fields.
The client recognized that building trust and credibility between guests and hosts was critical to the success of the launch and decided to partner with Firstsource to embed Trust & Safety into the very foundation of their new product.
The Challenge
The client aimed to launch their new product globally within weeks, but several critical issues stood in the way:
- Accelerated Time to market: The ID and claim verification backlog had to be cleared within weeks ahead of a high-stakes global launch, while preparing for the long-term operations.
- Massive Scale Requirements Globally: With a planned launch in 90+ countries globally and a huge volume, each with unique compliance, language and specific operational constraints, getting decisions right was key.
- Streamlining and making progress leveraging unstructured Inputs: Unlike traditional ID checks, many claims lacked complete information with only vague references.
- Trust-Critical: Any lapse or error could damage user trust and brand reputation.
How We Made It Happen
We deployed a multi-layered, technology-enabled, and globally distributed solution:
- Agile Ramp-Up: Within days, we deployed a hub-and-spoke model, mobilized a centralized command center in India and activated a global network of multilingual verification agents by leveraging the Firstsource Gigsourcing Platform across the globe.
- Modular Verification Model: We designed a flexible ID verification framework enabled on our platform to validate accuracy of the claims while ensuring compliance with the local laws.
- Global Compliance: We ensured compliance and speed in complex geographies like Mexico and the EU through dedicated regional expertise and local regulatory knowledge.
- Expert-Led Judgment: Our analysts applied human judgment to assess ambiguous or partial claims.
- Scalable Workflow: We built a robust workflow with up to four verification attempts per claim to ensure maximum coverage. This included escalation paths and fallback protocols for unverifiable claims.
- Strategic Long-term Vision: Made operational decisions to ensure scalability and quality, laying the foundation for future automation and platform-based verification to boost speed and consistency.
Conclusion
Faced with aggressive timelines, we delivered a custom-built identity verification solution powered by our scalable, domain-led platform ensuring credibility and authenticity of data, while minimizing the risk of fraud. The result was a successful and on-time product launch that enabled the users to enjoy seamless and trusted experiences from day one.
As the client expands their business, Firstsource remains a core partner for sustainable long-term growth and the trust and safety of their products. This engagement enabled a global brand’s highly strategic growth phase by combining speed, scale, compliance and precision. Our approach demonstrates how rapid mobilization, expert-led execution, and a flexible delivery model can de-risk launches and accelerate time-to-value for digital marketplaces expanding into new service lines.