Case Study: Bajaj Finserv boosts customer experience and KYC conversions with DevRev

Bajaj Finserv uses DevRev for quicker resolutions and better conversions

Bajaj Finserv, a leader in India's financial services sector, faced significant challenges as its support and development teams struggled to understand technical issues within its apps. Their largely non-tech-savvy user base was resistant to providing screenshots, making it difficult to troubleshoot problems like app crashes or a high drop-off rate during the KYC process. This lack of insight hindered effective resolutions and conversion journey optimization.

The vendor DevRev implemented its session intelligence platform to capture real-time user interactions. This allowed Bajaj Finserv's teams to replay user sessions, pinpoint exact pain points without customer input, and streamline escalations to developers. As a result, the company now processes 4.5 million sessions daily, handles 95% of requests in under 0.1 seconds, and drastically reduced its KYC completion time from over 20 seconds to just 7 seconds, leading to increased conversions and a superior user experience.

Bajaj Finserv

Anshul Jain

Sr. Lead Software Architect