The holding company behind one of Kuwait’s largest car rental and currency exchange networks had a very expensive problem: in 2012, the government mandated new ID cards for the nation’s own citizens plus expanded documentation of foreign citizens’ IDs. In traveler-centric businesses like car rental and currency exchange, this entailed a huge, laborious, and very costly manual workflow.
The holding company had to record roughly 400,000 IDs per year, multiple times each, in at least two languages (Arabic and English) plus any number of others. For human operators tasked with hunting down the necessary ID document fields, this was no small task. The next step, further compounding the expense, was physical shipment of records to a corporate office for scanning, more manual entry, and validation against a registration database.
Problems abounded. Shipping costs mounted as business grew, manual capture was too inaccurate to satisfy government standards, and the entire process involved far too many humans and too much hardware. Continue reading