01The challenge
Too many steps, too many follow-up calls
Borrowers had to log in to the website and go through several pages for routine tasks. Applications were often left unfinished as people moved between the website, email and phone.
The operations team chased KYC documents again and again, EMI reminders depended on manual calls, and support answered the same loan questions all day.
02What they switched on
Website journeys moved into WhatsApp
The NBFC used SAMWAD and WhatsApp Flows to let borrowers do routine tasks in the chat.
- 1WhatsApp Flows →
Applications and KYC in WhatsApp forms
Borrowers share loan details and eligibility in a form inside WhatsApp, then follow guided steps to submit ID and documents.
- 2Message templates →
EMI reminders with a payment link
Before each due date, borrowers get a reminder with the amount, the date and a personal payment link.
- 3Chatbot builder →
Loan servicing in the chat
Borrowers ask for their repayment schedule, outstanding balance or statement, and common questions are answered automatically.
- 4Shared inbox →
Complex requests to the team
Anything the chatbot can’t handle goes to a support agent with the full conversation.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Hi Amit, your EMI of ₹3,450 is due on 5 Nov. Pay now to stay on time.
10:40 amPay EMILoan statementHere is your statement for loan ending 4821. Outstanding balance: ₹41,200.
10:42 amPayment received ✅ Thank you, Amit. Your next EMI is due on 5 Dec.
10:44 am03The results
Faster files, fewer calls, more EMIs on time
Documentation now takes an average of 11 hours instead of 48, and routine follow-up calls fell from 1,200 to 510 a month.
The share of EMIs paid on or before the due date rose from 76% to 84%. The operations team now spends its time on exceptions and complex cases.
04What you can copy
Lessons for financial services teams
- Move the most-repeated website tasks into WhatsApp forms first.
- A reminder with a payment link does the work of a reminder call.
- Measure turnaround time, follow-up calls and on-time payments before and after.
How we measured
- 48h → 11h to collect borrower documents. Average time to complete borrower documentation (77% faster). Period: Jun–Aug 2026 vs the previous 3 months. Source: from the customer’s own reports.
- 58% fewer follow-up calls. Routine follow-up calls fell from 1,200 to 510 a month. Period: Jun–Aug 2026 vs the previous 3 months. Source: from the customer’s own reports.
- 76% → 84% EMIs paid on time. Share of EMIs paid on or before the due date (+8 percentage points). Period: Jun–Aug 2026 vs the previous 3 months. Source: from the customer’s own reports.