Streamlining Agent Payment Onboarding – A Case Study

Introduction. Payment networks and e‑money institutions rely on a wide network of agents and sub-merchants to reach customers in diverse markets. In Greece, agents form the backbone of OPAP and TORA’s retail presence, providing cash-in/out services, bill payments and digital wallet top‑ups. As these networks grow across Europe, so does the complexity of onboarding new agents: regulatory checks, contract management, training and technical integration can take weeks.

The challenge. One of our clients, a regional payment service provider operating in multiple EU countries including Greece, was struggling with a manual agent onboarding process. Each new agent had to fill out paper forms, email KYC documents and wait for back‑office staff to process them. The compliance team had difficulty tracking which documents were missing, while the tech team had to configure terminals manually. This caused delays, inconsistencies and frustration for agents.

Our solution. Diametric Software deployed a centralised onboarding portal built on the Microsoft Azure platform. Key features included:

• Secure identity verification and Bank of Greece AML/KYC compliance built in.
• Automated contract generation and e‑signature to speed up legal approvals.
• Real‑time API integration with the client’s payment gateway to allocate merchant IDs and configure terminals automatically.
• Multi‑language support (English and Greek) to serve regional agents.
• Role‑based access, so local partner managers in Athens could oversee progress.

The impact. The onboarding process that once took up to three weeks was reduced to three days. New agents could fill out forms online, upload documents and complete training modules in one place, while back‑office teams monitored progress through dashboards. Compliance officers received automated alerts for any missing documentation. As a result, more than 500 agents across Greece were onboarded smoothly in six months, allowing the client to launch new services sooner and expand its network.

Why it matters for TORA. With its growing network of OPAP agencies, TORA Wallet is constantly connecting new points of sale and merchants. A streamlined onboarding portal could ensure that new partners meet regulatory requirements faster, while reducing operational overhead. Because Diametric Software has established a presence in Greece through our new Athens Delivery & Compliance Hub, we understand local regulations and provide bilingual support. We’re ready to help TORA scale its network with efficiency and compliance built in.

Get in touch. If you’d like to learn more about our agent onboarding platform or discuss how it can be tailored for TORA’s needs, please contact our team at Diametric Software or schedule a call via our partner interest form.