Client Overview
Our client, a well-established Non-Banking Financial Company (NBFC) in India, manages a large portfolio of consumer and business loans. With growing volumes of customer queries and increasing regulatory pressure, the client recognized the urgent need to modernize their loan servicing and customer support functions.
While their legacy systems handled core operations, they lacked real-time visibility, automation, and scalability especially as customer expectations evolved. The client approached us to implement a digital transformation roadmap using Salesforce as the core platform.
Challenges
- Manual and delayed query resolution was leading to longer turnaround times. The support team had limited tools to manage increasing volumes efficiently. This directly impacted customer satisfaction and SLA adherence
- Lack of real-time visibility across loan servicing stages restricted operational clarity. Teams were unable to monitor bottlenecks or track query status effectively. This slowed down internal coordination and escalations
- Rising number of repeat queries indicated gaps in customer communication. Without intelligent routing or proactive updates, customers often followed up multiple times for the same issue. This overloaded the support staff
- Disjointed compliance tracking posed a major operational risk. With critical data scattered across silos, compliance teams struggled with timely reporting. Manual audits further increased workload and the chance of oversight
Solutions
To address the client’s objectives, we deployed a dedicated offshore Salesforce development team of six experts with specialization in:
- Apex programming for backend logic
- Lightning Web Components (LWC) for responsive and interactive interfaces
- Salesforce Service Cloud for comprehensive case management and automation
Our approach involved:
- Process Automation with Custom Flows: We built tailored Salesforce Flows to automate the intake of loan-related queries, status updates, and follow-ups. This minimized manual intervention and ensured each query was routed correctly based on urgency, type, and customer profile
- Centralized Dashboard Development: Real-time dashboards were designed for operations, compliance, and customer service teams. These dashboards enabled stakeholders to monitor workloads, query resolution rates, SLAs, and compliance flags drastically reducing the reliance on offline tracking tools
- Intelligent Query Routing: Using Service Cloud’s capabilities, we introduced a rules-based system that ensured every query reached the most appropriate support agent. This not only improved First Contact Resolution (FCR) rates but also reduced the burden on higher-tier agents
- Scalable Architecture for Growth: The solution was designed keeping future scalability in mind, with flexible data models, reusable components, and seamless integrations with the client’s existing loan management system
Results & Business Impact
The transformation delivered substantial, measurable outcomes within just a few months:
- 45% faster customer support response times, driven by automation and better agent alignment
- Up to 85% visibility across the loan servicing lifecycle from intake to closure
- 30% drop in repeat queries, thanks to smart routing and proactive status updates
- Improved decision-making across teams through centralized, real-time data
- Strengthened compliance monitoring with alert-based dashboards
Conclusion
This case highlights the transformative power of combining Salesforce’s capabilities with a focused, offshore development strategy. By moving from manual processes to an automated, insight-driven ecosystem, the client significantly enhanced their customer support efficiency, streamlined loan servicing, and improved compliance oversight. More importantly, they now have a scalable digital foundation that positions them to adapt quickly to evolving customer expectations and regulatory demands in the NBFC space
