Customer Onboarding

This page covers every step of bringing a new customer into the system — from initial registration through document verification, compliance checks, and risk profiling.

Onboarding Flow

flowchart TD
  A[Walk-in / Call / Website] --> B[Create Customer Record]
  B --> C[Upload Documents]
  C --> D{OCR Verification}
  D -->|Passed| E[Compliance Check]
  D -->|Failed| F[Manual Review]
  F -->|Approved| E
  F -->|Rejected| G[Registration Blocked]
  E --> H{Risk Profiling}
  H -->|Low Risk| I[Customer Active]
  H -->|Medium Risk| J[Customer Active - Flagged]
  H -->|High Risk| K[Manager Approval Required]
  K -->|Approved| J
  K -->|Rejected| G

Business Tip: Complete onboarding in a single visit when possible. Customers who leave without finishing rarely return to complete the process.

Step 1 — Create Customer Record

Screen: Customers > Add Customer

Permission: customer:create

Required Fields

Customer Types

Step 2 — Document Upload

Screen: Customer Detail > Documents

Permission: customer_document:upload

Required Documents by Customer Type

Upload Process

1. Open customer detail page
2. Click Documents tab
3. Click Upload Document
4. Select document type from dropdown
5. Upload front/back images (JPG, PNG, or PDF)
6. System automatically runs OCR
7. Review extracted data against uploaded image
8. Confirm or correct extracted fields
9. Mark document as verified

Business Tip: Always upload both sides of the Emirates ID and driving license. Incomplete documentation blocks reservation confirmation.

Step 3 — OCR Verification

What happens: The system uses Optical Character Recognition to extract text from uploaded documents and verify key fields automatically.

Permission: customer_document:verify (for manual override)

What OCR Extracts

Verification Rules

flowchart LR
  A[Document Uploaded] --> B[OCR Extracts Text]
  B --> C{Auto-Verify Rules}
  C -->|All Pass| D[Verified]
  C -->|Mismatch| E[Manual Review Queue]
  C -->|Expired| F[Rejected]

Status Change: Document: Uploaded → OCR Processed → Verified or Manual Review or Rejected

Step 4 — Compliance Check

What happens: The system checks the customer against internal watchlists, blacklist entries, and regulatory requirements.

Permission: compliance:check (automated, manual override available)

Compliance Checks

Status Change: Customer: Pending Compliance → Compliance Cleared or Compliance Blocked

Business Tip: Never override a blacklist match without written approval from the Operations Manager. Blacklisted customers represent security or financial risk.

Step 5 — Risk Profiling

What happens: The system assigns a risk profile to the customer based on their history, document verification results, and booking patterns.

Permission: customer:risk_profile (read), customer:risk_override (write)

Risk Levels

Risk Factors

flowchart TD
  A[Risk Profile Calculation] --> B[Document Score]
  A --> C[Rental History Score]
  A --> D[Damage History Score]
  A --> E[Payment History Score]
  B --> F[Combined Risk Score]
  C --> F
  D --> F
  E --> F
  F --> G{Score Range}
  G -->|0-30| H[Low Risk]
  G -->|31-60| I[Medium Risk]
  G -->|61-100| J[High Risk]

Status Change: Risk Profile: Unrated → Low or Medium or High

Corporate Customer Onboarding

Corporate accounts follow an extended onboarding process.

Additional Requirements

Corporate Approval Workflow

1. Sales agent creates corporate account request
2. Credit team reviews financial standing
3. Legal team reviews agreement terms
4. Operations manager approves account setup
5. Finance sets credit limit and payment terms
6. Account activated in system

Status Change: Corporate Account: Application → Under Review → Approved → Active

Business Tip: Corporate accounts should be reviewed quarterly. Adjust credit limits based on payment history and rental volume.

Customer Dashboard

Once onboarded, each customer has a dashboard showing their rental history, documents, and status.

Onboarding for Different Channels

Business Tip: For walk-in customers, start the reservation while documents are being verified. Do not make customers wait for OCR processing to complete before selecting a vehicle.