From manual accreditation to real-time onboarding

Company name: Green Benefícios

Transforming a manual accreditation process into a real-time digital flow.

context

Green’s accreditation process was historically physical and highly manual.

Field representatives traveled across the country to sign paper contracts with establishments. These contracts were then mailed to headquarters, where the support team manually entered the data into the system.

The average accreditation time was 72 hours, excluding payment terminal activation.

The process relied heavily on human mediation and operational control.

the problem

The issue was not only slowness, it was structural inefficiency.

• High operational cost due to nationwide field displacement

• Manual data entry by the support team

• Delays between contract signing and activation

• Establishments forgetting they accepted Green due to lack of onboarding communication

• Inconsistent experiences depending on the field representative

At the same time, leadership wanted more control and complete data collection, reinforcing a process that was already slow and expensive.

the core tension

The issue was not only slowness: it was structural inefficiency.

• High operational cost due to nationwide field displacement

• Manual data entry by the support team

• Delays between contract signing and activation

• Establishments forgetting they accepted Green due to lack of onboarding communication

• Inconsistent experiences depending on the field representative

At the same time, leadership wanted more control and complete data collection, reinforcing a process that was already slow and expensive.

structuring the complexity

I mapped the full accreditation journey end-to-end and identified all manual intervention points.

The new digital flow was structured into clear states:

• Landing page communicating value

• Company information

• Address

• Card machine data

• Reimbursement account

• Document submission

To reduce friction:

• Some fields were pre-filled when previous records existed

• Accreditation states were clearly defined

• Validation criteria were established alongside directors

One key technical constraint involved CNAE validation.

The system automatically identified the establishment’s business category and only enabled compatible benefit types, preserving regulatory logic without requiring manual review.

The platform was integrated with the internal system responsible for acquirer connections, allowing activation to move from manual entry to system-triggered processing.

decisions and trade-offs

The hardest part was organizational resistance.

Many stakeholders equated manual review with security.

To support automation, I presented:

• 72-hour average processing time

• Support team workload data

• Field reports showing establishments often forgot they accepted Green

• Competitive benchmarking

We chose to automate accreditation while embedding validation logic into the system.

The trade-off:

• Less human oversight

• More reliance on structured backend rules

Control shifted from people to system design.

outcomes and impact

• 40% increase in new accreditations

• 30% reduction in cost per accreditation

• Processing time reduced from 72 hours to minutes

• Support workload significantly decreased

• Field representatives redirected effort toward relationship growth

learnings

This project reinforced that automation is rarely just a technical decision. It is often a cultural one. Moving from manual control to system-based validation required aligning stakeholders around data rather than opinions. I learned that structuring rules clearly and making trade-offs explicit is what allows trust to shift from people to process, enabling scalability without losing reliability.