Case Study: PayNearby achieves 30% efficiency boost and centralized WhatsApp support with Zendesk Messaging

PayNearby + Zendesk Building resilience by strengthening relationships

PayNearby is India’s largest branchless banking network, founded in 2016 to bring financial services to underserved communities through local kirana stores. As the company scaled to over 17,500 postal code areas and 1 million daily transactions, its support operation became fragmented—multiple WhatsApp groups, separate phone and email workflows, no centralized ticketing—and the COVID‑19 lockdown plus high field‑staff churn exposed accountability gaps and threatened operations.

In 2020 PayNearby implemented Zendesk (including WhatsApp integration) to consolidate channels, add ticketing, and automate routing and workflows. That change delivered faster resolution and better data: a ~30% efficiency boost, about 12,000 tickets per month with 70% handled in one touch, a 25–30% reduction in routing time, and an 80% drop in cash‑collection tickets—helping the company remain resilient and achieve record business performance.

PayNearby

Minakshi Taly

Project Manager