Poonawalla Fincorp Strengthens Lending with Faster Customer Support and Streamlined Compliance

For borrowers, the lending experience often starts with long waits, unclear updates, and a lack of personalisation. Poonawalla Fincorp Limited, a non-banking financial company supported by the Cyrus Poonawalla Group, is addressing this by investing in digital systems that directly improve customer interaction.

Through a deeper understanding of user behaviour, the company has developed over 100 individual borrower profiles. These profiles, shaped by patterns in how users browse and engage online, allow for more focused communication. Rather than sending the same message to everyone, Poonawalla Fincorp now customises content and timing to match each person’s journey.

Its website and app now feature between 80 and 100 automated campaigns, which help reconnect with users in a meaningful way. These campaigns adjust based on a user’s location, preferred language, and past behaviour, resulting in more relevant updates and better engagement.

Putting Tools in Borrowers’ Hands

As part of its ongoing digital focus, Poonawalla Fincorp has added several features that make borrowing easier and more independent. Individuals can now access a credit score checker, use a self-service portal for key account tasks, and share referrals through a simple QR system—all without needing to call or visit a branch.

The company also plans to roll out multilingual support covering five additional regional languages. Alongside this, it is preparing to launch round-the-clock chatbot assistance, giving borrowers access to support any time of day. These updates aim to make financial services easier to access for users across different regions and language groups.

Also Read: Empowering India’s Small Retailers: The Imperative for Accessible Loan Options

New changes will also include more personalised content across digital platforms. Borrowers will receive updates that match their financial needs and activity, making it easier to explore relevant loan options, repayment advice, or offers.

Strengthening Compliance Through Technology

While the front-end borrower experience is being transformed, the company is also focusing on internal governance. Poonawalla Fincorp has built a system to help manage regulatory updates and compliance checks. This tool regularly reviews circulars from the Reserve Bank of India and compares them with internal processes to highlight what needs to be revised.

Initially, these checks are reviewed by a team to ensure accuracy. Over time, however, the tool will be able to prepare complete compliance reports—speeding up a process that currently requires days of manual review.

This effort improves both internal accountability and operational efficiency. It ensures that the company remains aligned with changing rules and expectations while avoiding delays or missteps.

Also Read: Smart Moves in Finance Technology by Poonawalla Fincorp Limited

A New Way to Handle Debt Management

Debt servicing is another area where Poonawalla Fincorp has introduced major improvements. A newly implemented platform now evaluates customer interactions and response trends to decide how best to handle collections. It uses more than 100 strategies to help teams choose the right follow-up method based on the customer’s behaviour.

Before these changes, assigning agents or responding to missed payments often took several days. Now, the process can be completed in just a few hours. This not only speeds up recovery but also allows the company to reach borrowers earlier in a way that is more personalised and respectful.

As a result, manual work in this space has reduced significantly—by as much as four to five days—giving recovery teams more time to focus on complex cases and ensuring customers get timely support.

Poonawalla Fincorp

Smarter Agent Assignment for Faster Resolution

The company has also overhauled how it assigns recovery agents. Previously, this involved multiple steps and back-and-forth communication. Today, risk levels are analysed quickly and agents are assigned based on case complexity, reducing the turnaround to under three hours.

For borrowers, this leads to faster resolution of issues and more consistent follow-up. For the business, it means better allocation of resources and fewer delays.

Also Read: Poonawalla Fincorp Limited Enhances Customer Experience and Compliance Through AI While Expanding Loan Offerings

Broader Use of Technology Across Teams

Beyond customer service and collections, Poonawalla Fincorp has applied these digital improvements across various departments. Functions like hiring, internal audits, and loan approvals now benefit from these upgrades. By equipping different teams with better tools, the company ensures that efficiency and transparency extend to all levels of its operations.

Every department is now better connected and aligned with the company’s larger goal of simplifying the lending journey and staying fully compliant with all necessary guidelines.

A Balanced Approach to Technology and Oversight

Poonawalla Fincorp CEO has shared that while the company continues to adopt digital tools across processes, human involvement remains important. Every system is designed to support—not replace—expert judgment, especially in areas that require fairness and attention to detail.

This approach allows for faster service without compromising on quality. Borrowers benefit from quick responses, and the company stays on track with regulations and risk control.

Poonawalla Fincorp’s recent moves reflect a clear shift toward making lending simpler, more transparent, and more responsive. With consistent updates in both customer service and governance, the company is building a lending experience that meets today’s expectations while staying prepared for tomorrow.

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