Case Study: Leading Indian NBFC doubles field-agent productivity, halves travel costs and virtually eliminates fraud with Uniphore

Leading Indian NBFC - Customer Case Study

Leading Indian NBFC, a pan‑Indian financial services provider with over 350 branches and some 6,000 field agents, faced slow, paper‑based sales and collections processes that delayed decisions, reduced customer satisfaction and enabled agent fraud. Seeking a scalable, low‑cost mobility solution that would work on basic feature phones and in multiple local languages, the company selected Uniphore and its voice‑based Mobility Platform to replace manual workflows and provide real‑time reporting.

Uniphore implemented a cloud‑hosted, end‑to‑end voice/GPRS/SMS mobility solution (with speech recognition IVR, image capture for KYC and multilingual support) that runs on inexpensive feature phones and feeds data to the backend in real time. As a result, agent productivity doubled (from ~7 to ~15 leads/day, a 100% increase), travel costs fell by about 50% (sales cycles cut from four meetings to two), fraud dropped from ~10% to negligible, and administrative effort was significantly reduced (e.g., one person now handles work that previously required three in Chennai).