TrustID

BACKGROUND

Please describe your company and your position there.

I work as a Talent Partner for Eataly London, a large store with multiple restaurants, bars, retail areas and more.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TrustID?

We partnered with TrustID for their right to work checking service.

SOLUTION

How did you select TrustID and what were the deciding factors?

I had worked with TrustID before and had nothing but very positive experiences with them. We did meet with a few other firms but TrustIDs account management and expertise came out on top.

Describe the project in detail and walk through their service package.

TrustID provide us with both an App and a browser version where we can scan IDs and right to work documents to ensure all our employees hold the correct right to work in the UK.

How many resources from the TrustID team worked with you, and what were their positions?

We've worked with around 3 people from TrustID from sales to support.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Not only has the application never let us down, but the service is super quick and always accurate. Its easy to use, and if I ever have any questions the account management is fantastic. They stay up to date with all legislation which is one less thing for us to have to worry about

How effective was the workflow between your team and theirs?

Very effective. They meet with us for a demonstration and provide training sessions and progress updates.

What did you find most impressive or unique about this company?

Normally when implementing new systems or processes there is some stress and things dont work perfectly straight away. TrustID may be the only project ive ever worked on that did for 2 companies Ive used them with :)

Are there any areas for improvement or something they could have done differently?

Cant think of anything.

BACKGROUND

Introduce your business and what you do there.

I am the head of enrollment and graduation at the London Metropolitan University. I am responsible for enrolling our students, onboarding them onto their course, and starting their education with the university.

OPPORTUNITY / CHALLENGE

Introduce your business and what you do there.

I am the head of enrollment and graduation at the London Metropolitan University. I am responsible for enrolling our students, onboarding them onto their course, and starting their education with the university.

SOLUTION

What was the scope of their involvement?

Historically, pretty much across the UK, all universities do face-to-face enrollment. Students go through various processes, do identity and document checks, provide ID cards, and get their photo taken. With the global pandemic and the closing of university campuses, we were unable to do that. 

We’ve had to do everything remotely, and identity and document checking is where TrustID stepped in. Since we couldn’t see the students face to face, we needed to make sure that the person on the other end of a computer matched the person on the provided identification.

TrustID provided ID documentation services. The team did face biometrics for us so that we could verify a person's identity. We were also able to verify that the photo on the ID cards was an actual photo of the applicant, enabling us to print it correctly before the student arrived on campus. TrustID helped us deliver all of those services remotely without having to worry about bringing students in to do face-to-face transactions.

Most of the tools we used were off the shelf. There are a few thousand students in any one period, so TrustID helped us do a lot of admin processes outside of the standard. 

Normally, when you create an ID check, you do it individually. When I am faced with 300–500 students in a day, I could send the relevant information to TrustID and they would upload it for me into their system, create those ID checks, and do a lot of that automation. 

We also worked together on a few other things. While working with us, they launched a new interface, a new website, and new services. We might be their only customer in the higher education sector, so I provided some guidance as to what will help them sell and benefit from institutions similar to ours. We worked very closely on certain tweaks and developments on their system and services which would benefit customers. They have given me beta versions of those so I can provide them with feedback and guidance on bugs and flaws.

What is the team composition?

I dealt with four people from TrustID. I’m sure there were a lot more that have worked behind the scenes.

How did you come to work with TrustID?

I found them through a Google search. I went through all the companies that came up and the services they offered. Just based on how their website is presented and how they stipulated what they did, TrustID jumped out to me as a frontrunner. 

We went through a mini tendering process in which we asked various companies to give us an explanation of what they could do and at what price, and when TrustID responded, they fit the bill perfectly.

How much have you invested with them?

They have a credit-based system where we had to buy credits to use their service. We have spent £33,000 (approximately $47,000 USD) with them.

What is the status of this engagement?

We started in July 2020, and we are still working with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The fact that we had an intake is the success criteria. If they hadn’t stepped in and provided their services, we wouldn’t have any intake at all; we would have lost an entire academic year’s worth of intake. TrustID worked very hard to bridge gaps and make the system work easier for me so that it was less resource-intensive. They took the pressure off.

So far, we have only spotted one fraudulent case where a student was trying to apply with fraudulent identification. If we were doing that face to face, we wouldn’t have picked up on it and would have enrolled that student. Every success criteria is because of TrustID.

How did TrustID perform from a project management standpoint?

We mainly communicate by email and have had a couple of video calls. They have been receptive and open to feedback. 

What did you find most impressive about them?

I trust that they are doing the utmost to deliver their services. They’ve gone above and beyond by providing more detail and context about a student than we actually need. 

I have full satisfaction knowing that when they have done an ID verification, every measure and every step has been taken. I don’t have to double-check their work; I’m assured that when they’ve done it, they’ve done it right.

Are there any areas they could improve?

We are working with them to integrate their services into our student records system to take out the human interaction aspect. We wouldn’t have to rely on emailing each other every day. 

They have talked about delivering an interface where I could upload requests myself rather than having to go through their system, but unfortunately, they haven’t been able to deliver that yet. I have to do ID checks individually, whereas it would be nice if I could do them in bulk. 

They know their limitations and have offered to do it for me, but it would still be nice if I could do it myself. Other than that, there is nothing to improve. 

Do you have any advice for potential customers?

TrustID delivers a wide range and various levels of service, and you have to understand exactly what you want out of it and know what you need. We, as an institution, are trying to do ID checks but TrustID offers much more than that. If you know what you need, I can guarantee they will be able to deliver it for you.