Process Redesign for Visa Processing Company

 

CLIENT CONTEXT & PROBLEM

The client is a Dubai-based visa processing company serving customers across seven GCC countries. The organization manages high-volume, time-sensitive visa applications for multiple destination countries, involving coordination between sales, operations, customer support teams, and external stakeholders.

As volumes grew, the client began facing operational and customer-experience challenges:

• Delays in visa processing timelines, leading to missed travel plans and escalations

• Communication gaps between sales, operations, and customer support teams

• Lack of standardized processes across countries, resulting in dependency on individuals

• Customer dissatisfaction, driven by inconsistent updates and unclear ownership

• Inefficient case allocation, causing workload imbalance and bottlenecks

Leadership recognized the need for a structured, scalable operating model without disrupting ongoing operations.

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APPROACH & SOLUTION

Consoul worked closely with the client’s sales, operations, and customer support teams, adopting a hands-on, collaborative consulting approach.

1. Process Study & Gap Analysis

• Conducted end-to-end process mapping for visa processing workflows

• Identified delays, rework points, and handoff inefficiencies

• Highlighted country-specific variations requiring standardization

2. SOP Development

• Drafted country-specific SOPs for major visa destinations

• Defined clear roles, timelines, escalation paths, and decision checkpoints

• Reduced dependency on individual knowledge through documented processes

3. Operational Checklists

Developed structured checklists for critical stages, including:

• Sales-to-Operations case handover

• Customer data and document collection

• Initial application screening

• Visa interview preparation and support

These checklists ensured first-time-right processing and reduced avoidable back-and-forth.

4. Algorithm-Based Case Allocation Logic

Consoul designed an algorithmic case-assignment logic that considered:

• Existing case load

• Associate competency and experience

• Country-specific expertise

• Processing complexity and timelines

This ensured balanced workloads, faster turnaround, and better utilization of skilled resources.

5. Training & Implementation Handholding

• Trained teams on SOPs and checklists

• Supported live implementation through floor-level handholding

• Worked with leadership to resolve real-time operational roadblocks

• Reinforced process discipline and ownership

 

BUSINESS RESULTS

Within a few months of implementation, the client saw measurable improvements:

• 30–40% reduction in average visa processing turnaround time

• Significant drop in customer escalations and follow-up calls

• Improved coordination between sales, operations, and support teams

• Higher first-time document accuracy, reducing rework and delays

• Better workload balance, improving team productivity and morale

• Improved customer satisfaction scores and repeat business

Leadership also gained greater visibility and control over operations, enabling proactive decision-making as volumes scaled.