Buy Template
New
2 days
from signed application to a live merchant account (was 9)
3×
more applications overseen per specialist
100%
of checks logged with the evidence used
At a glance
Company
Brookvale Payments
Size
900 employees · card payments for 60,000 small businesses
Agents
Milo, Vera
Systems connected
CRM, identity verification, payments, email
Live in
19 days
The challenge
Every new merchant needs identity documents, business registration, bank details and a screening check before it can take a payment. Brookvale’s onboarding team of 30 handled about 2,000 applications a month by email, and the average merchant waited nine days. A third of applications stalled on a missing document. Regulators expect a full record of every check, and assembling it for an examination took two people most of a month. Merchants who waited too long signed with a competitor.
What they put in place
Milo now runs each application from signature to live account. It requests documents, verifies them, chases what’s missing every two days and creates the account in the CRM and payments systems in test mode. Vera screens the business and its owners against watchlists and checks the application against Brookvale’s risk policy.
Neither agent can approve a merchant on its own. Vera never clears a possible match, and anything outside standard pricing or risk rules goes to the risk team with the documents and the screening result attached. Marisol Grant’s team set those rules in the first week and reviews them every month.
Rollout
Day 1: Kickoff. Targets: median onboarding under 4 days, and a complete record for every check.
Days 2–6: Read-only access to the CRM, the verification service and payments.
Days 7–11: Risk rules turned into guardrails and replayed against 1,800 past applications.
Days 12–18: Shadow mode. Specialists approved each step before it ran.
Day 19: Live for standard applications. Higher-risk categories followed in month two.
Results
Median time from signed application to live account fell from nine days to two. Each specialist now oversees three times as many applications, and the team’s time goes on the cases that need a judgment call.
Every check is in the Run Log with the evidence used, so audit preparation that took a month now takes a morning. When the 2026 examination asked for 40 sample merchant files, Brookvale exported them the same day.
Our examiners asked for forty merchant files. We sent them that afternoon, every check and every document. That used to be a month of work for two people.
Marisol Grant
VP Operations
Wardlow
Agents that do the work. People stay in charge.
Floor 4, 612 Bryant Street, San Francisco, CA 94107
SOC 2 Type II · ISO 27001 · GDPR · HIPAA
© 2026 Wardlow, Inc.
Crafted
by Jeeth