Novatti Fixes Backend Orchestration to Build Scalable AI Foundation

Novatti, an ASX-listed payments company operating in Australia and New Zealand, has overhauled its customer onboarding process to eliminate operational silos. The move shifts the focus from deploying front-end AI tools to fixing the underlying data orchestration.

Previously, Novatti operated with four separate business units, each maintaining its own distinct onboarding process and compliance checks. To resolve this fragmentation, the company implemented a backend orchestration strategy that connects its CRM, verification systems, and legal document workflows. This ensures that data entered once flows automatically across all necessary systems, removing the need for redundant manual entry. According to CEO Mark Healy, the goal of this scalability is that the process "should be exactly the same effort, regardless of scale."

The Friction of Compliance

Financial services institutions frequently struggle with AI pilots, not due to the limitations of the AI models themselves, but because of sprawling, compliance-heavy onboarding processes. These workflows typically involve numerous regulatory checkpoints and fragmented internal systems. In many fintech environments, these legacy structures create significant friction, stalling digital transformation efforts and making it difficult to implement automated solutions without risking compliance failures.

Solving the Plumbing Problem

This transformation demonstrates that "AI-readiness" is primarily a problem of data and orchestration rather than a lack of sophisticated software. By solving the "plumbing" of onboarding first, Novatti has created a governed, connected environment. This architectural shift allows the company to deploy subsequent AI use cases—such as automated document processing and personalized recommendations—more effectively. Because the data is now connected and standardized, these AI tools can be integrated into a functioning ecosystem rather than being built as isolated pilots that cannot scale.

The Path to Automation

With the foundational orchestration in place, Novatti is now positioned to layer AI capabilities onto a stable data stream. The company's approach suggests a blueprint for other fintechs: prioritizing the integration of CRM and legal workflows before attempting to automate the user experience. Future efforts will likely focus on how this connected environment can further reduce the time from initial contact to active account status while maintaining strict regulatory adherence.