How KVP's Adoption & Enhancement Services rebuilt loan origination and customer engagement on Salesforce — 90% faster processing, 300% growth in digital transactions and an audit-ready compliance posture.
Team
200+ users
Industry
Small Finance Bank
Timeline
10 months
Outcome
90% faster loans
A regulated small finance bank serving semi-urban and rural India through a network of branches, business correspondents and a growing field-officer workforce. Its product portfolio spans micro-loans, MSME lending, two-wheeler finance and savings products — with strict RBI compliance obligations on every customer interaction.
Despite an early Salesforce investment, loan origination remained largely paper-based, customer data was fragmented across core banking and branch systems, and field officers had no mobile tooling — eroding both customer experience and operating leverage.
Manual loan origination
Paper-based applications, manual data entry at branches and physical document movement extended turnaround to 7–10 days.
Fragmented customer data
Customer information lived across the core banking system, lead spreadsheets and branch registers — no single Customer 360.
Field officers stranded
FOs had no mobile tooling for KYC capture, document upload or instant eligibility checks during home visits.
No customer self-service
Application status enquiries flooded branches and call centres — no portal to track loan progress or upload missing documents.
Compliance overhead
RBI audit prep took weeks of manual reconciliation across systems with limited audit trails.
Disjointed integrations
Core banking, CIBIL bureau, document management and CRM had no real-time sync — leading to rekeying and errors.
In a regulated bank, every change must be auditable, reversible and trained. We sequenced the rollout to deliver loan-origination wins early, then layered automation and integration without disrupting daily branch operations.
Month 1
Month 2
Month 3
Month 4–7
Month 8–10
Throughout
Lead capture
Field officer mobile / branch
Digital KYC
Document AI + Aadhaar/PAN
Credit decision
Auto CIBIL + policy rules
Disbursal
Real-time core banking sync
Servicing
Customer portal + WhatsApp
Lead → KYC → underwriting → approval → disbursal — all on Salesforce, with full audit trail and stage SLAs.
Offline-capable mobile app for KYC capture, document upload, instant eligibility and live application status.
Real-time CIBIL bureau pull, configurable policy rules and exception routing with full reasoning logs.
Bi-directional, real-time sync with the core banking platform for customer master, account creation and disbursal.
Application status, missing-document upload, repayment summary and service requests — reducing branch walk-ins.
Every action logged for RBI inspection — approvals, overrides, document versions and consent capture.
90%
Faster loan processing
From 7–10 days to same/next day
300%
Growth in digital transactions
Year-over-year, post go-live
45%
Faster customer onboarding
End-to-end KYC and account opening
65%
Better data accuracy
Across CRM and core banking
40%
Higher customer satisfaction
Quarterly NPS post-disbursal
100%
Audit-ready compliance
RBI inspection logs, zero rework
KVP's AES practice combines deep banking domain knowledge with Salesforce engineering — delivered in a branch-safe, compliance-first sequence.