Self-Service Transformation — Digitising Merchant Onboarding for a Leading Indian Bank
Self-Service Transformation: Digitising Merchant Onboarding for a Leading Indian Bank
Sector: Banking & Financial Services | Region: India
The Challenge
Merchant onboarding for digital payments at ICICI Bank, a leading private sector bank in India, was initially outsourced to First Data. Although First Data handled all onboarding activities and components, the setup functioned like a “black box”. ICICI had limited visibility and control over the data and workflows. Critically, the bank was unable to access merchant data to cross-sell or upsell other banking products, significantly limiting the strategic value of its merchant relationships.
Recognising these limitations, ICICI realised it needed a radically better approach—one that was digital, transparent, fast, and fully under the bank’s control.
To drive this transformation, ICICI floated an RFP with 17 participants, including In-Solutions Global (ISG). ISG was selected as a key technology partner to deliver specific components of the vision, based on its ability to meet complex project requirements. Other components were entrusted to different vendors to ensure a holistic, best-in-class solution.
Business Objective
ISG’s mandate was to build a platform for ICICI that enabled merchants to onboard themselves digitally, without manual paperwork.
The key objectives were to:
Launch a fully online, Do-It-Yourself (DIY) merchant onboarding platform
Enable real-time KYC validation via integration with government and bank records
Introduce a transparent digital consent mechanism compliant with regulatory guidelines
Consolidate all merchant data into a single repository
Provide merchants with a live dashboard for payments and transactions
Gain a digital edge over peers with outdated processes
ISG’s Platform Delivery
ISG brought deep domain expertise in digital payments and delivered a modular, merchant-first solution that integrated seamlessly with ICICI’s systems.
Scope of delivery included:
Developing the self-service merchant onboarding platform
Integrating it with ICICI’s core banking systems
Enabling post-onboarding features like dashboards, notifications, and real-time alerts
Why ISG Delivered Differently
Self-Service Merchant Onboarding
ISG created a DIY platform where merchants could register themselves online, eliminating the need to visit a bank branch or fill out paper forms. The system integrated directly with ICICI's core banking infrastructure, enabling real-time KYC validation and auto-population of merchant data.
What made it different:
Merchants simply logged in and entered basic details like their mobile number or PAN
The platform automatically fetched their name, address, and business details from existing databases
Background KYC checks ran in real time
Manual typing, delays, and errors were eliminated
A truly self-driven journey that improved speed and accuracy while reducing bank workload.
e-OTP and Consent Transparency
To ensure compliance and clarity, ISG implemented an e-OTP-based consent mechanism:
The complete application form, fee details, and T&Cs were shared digitally with the merchant
Merchants reviewed the information and confirmed their consent via OTP
The process clearly outlined every service, charge, and condition, ensuring transparency
A frictionless, auditable process that met regulatory expectations.
Proactive Discrepancy Management
Merchants sometimes make mistakes during registration like missing documents or typos. Previously, such errors led to back-and-forth calls and delays.
With ISG’s platform:
Errors were flagged instantly
Both merchants and sales staff were notified in real time
The system tracked correction status until resolved
Immediate alerts. No follow-ups. Fast fixes.
Consolidated Merchant Repository
Merchant data was previously scattered—across card machines, payment gateways, and different teams.
ISG fixed that by building a single source of truth:
All merchant records across channels were consolidated into one repository
Internal teams could access clean, consistent data easily
Data integrity improved, and operational friction dropped
ICICI finally gained end-to-end visibility into its merchant base.
Regulatory Alignment
Thanks to ISG’s digital workflows, ICICI could now clearly communicate services and charges to its merchants, ticking a key regulatory compliance box with confidence.
Feature-Rich Merchant Dashboard
ISG did not just stop at onboarding. Once a merchant was onboarded, they gained access to a live dashboard that brought everything together:
Real-time transaction tracking for instant business visibility
Unified views across POS, payment gateways, and links—unlike most competitors
Refund initiation with built-in checks to ensure accuracy and security
Dispute and chargeback management tools that merchants could use directly
Payment link creation where merchants could send payment requests and track responses
One screen. Total control. Empowered merchants.
The Outcome
Launch a seamless, 100% digital onboarding journey
Dramatically cut turnaround times and reduce manual errors
Meet all regulatory requirements around consent and communication
Offer merchants a transparent, self-service experience
Move ahead of major competitors still tied to paper-based systems
What Set ISG Apart
In a complex, multi-vendor transformation, ISG stood out by owning the end-to-end merchant experience with unmatched precision and empathy.
A plug-and-play platform integrated deeply with ICICI’s core
A merchant-first design which is simple, powerful, and intuitive
Real-time capabilities across onboarding, verification, and transaction tracking
Tools that not only digitised the process but made it future-proof
A scalable foundation for adding new features, partners, and products
Thinking of reimagining your merchant onboarding?
Partner with ISG — where digital journeys begin and merchant experience takes centre stage.
