Fast facts
Business: Makesure
Industry: Background verification and identity checks
Challenge: Manual ID document processing and verification
Solution: Custom AI Document Processing Platform
Results:
- 300% increase in straight through processing
- 50% reduction in labour cost per check
- 99% decrease in response time from 2 hours to instantaneous
- >95% accuracy across a wide range of document types
The challenge
Makesure is one of Australia’s most trusted and experienced verification platforms, delivering background checks — including criminal history, reference, and identity verification — to businesses nationwide. With millions of checks processed annually for clients like Linfox, RACV, and the AFL, efficiency and accuracy are critical.
For every ID check, users upload documents such as passports, birth certificates, and driver licences. These must be verified through the Australian Government’s Document Verification Service (DVS). However, before they can be submitted, Makesure’s team needed to manually inspect each document for errors, checking names, numbers, expiry dates and other key data points.
Given the volume and diversity of documents — including less common forms like student cards or immigration IDs — this manual process created a bottleneck. It slowed response times, increased operating costs, and left Makesure searching for an automation solution that could truly handle the complexity.
Despite trying various off-the-shelf tools, Makesure found the accuracy lacking, which still required humans-in-the-loop, negating the benefits of automation. They needed a solution that could finally deliver true straight-through processing at scale.
The Affinda solution
To meet the challenge, Affinda’s AI specialists worked closely with Makesure to design a bespoke document AI model, built specifically to handle the wide range of ID document types the platform encounters.
The custom solution delivered on several fronts:
- Broad Document Coverage
From standard IDs (passports, birth certificates) to more niche formats (credit cards, student IDs), the model can accurately extract required data, regardless of structure or layout. - >95% Accuracy
The model meets Makesure’s high standard of reliability, drastically reducing manual document reviews and human error. - Elimination of Manual Handling
By removing humans-in-the-loop entirely, Affinda enabled Makesure to fully automate its ID document processing, feeding clean, reliable data straight into the Australian Government’s Document Verification Service (DVS) checks.
The solution was not only accurate — it was also scalable, document-agnostic and fully embedded into Makesure’s existing workflow.
“Affinda was happy to tackle our business challenge with ahigh-accuracy AI solution. This drastically improved our Straight-Through-Process ingrates, reduced errors and lowered the overall cost of checks."
Rob Wallace, CEO at Makesure
The outcome
With Affinda’s tailored AI document engine in place, Makesure has radically transformed its verification process:
- 300% increase in straight through processing, enabled by consistently high data quality
- 50% reduction in labour costs per check, with support teams no longer tied up in manual review
- Median check response time reduced from 2 hours to virtually instant — a 99% improvement
“As we can now rely on our data being correct, we can get identification documents immediately sent through to DVS for verification with no manual handling. We now deliver extremely accurate checks with a rapid turnaround time that businesses and individuals can rely on.”
Rob Wallace, CEO at Makesure
Ready to see how Affinda’s AI-powered document processing products can help your business? Chat with one of our experts today.
