Customer Info
Customer
A leading financial services company in India
Country
India
Industry
Financial Services
Partner Info
Partner
Digitide Solutions Limited
A leading non-banking financial company in India with over 1,700 branches was processing loan applications through manual KYC verification. The paper-heavy journey was causing customer drop-offs, compliance risks, and hours of manual work each week. Digitide Solutions built a low-code integration on Joget that connected Pinelabs, SAG middleware, and NPCI, enabling Aadhaar-based eKYC directly at the point of sale. Customer addresses now update automatically, and KYC documents are pushed to the document management system without any manual steps. The platform handles 2,000 to 5,000 requests per month, with DigiLocker integration planned next.
Related
CHALLENGES
Paper KYC, Customer Drop-Offs
- Manual KYC Processes: Loan onboarding relied on manual verification, causing delays and
customer drop-offs
- Operational Inefficiencies: Manual address updates and documentation slowed processing in the
Loan Origination System (LOS)
- Compliance Requirements: Needed Aadhaar-based eKYC integration to meet regulatory
standards and ensure secure data handling
- Customer Experience Gaps: Paper-heavy processes led to friction at POS and reduced loan
approvals
Related
SOLUTIONS
Digital eKYC at Point of Sale
Digitide delivered a Low-Code Application Platform (LCAP) integration orchestrating Pinelabs,
SAG middleware, and NPCI systems:
LCAP API Development:
- Built custom APIs to initiate Aadhaar eKYC flow
- Captured customer consent digitally and redirected securely to NPCI for verification
NPCI Integration:
- Enabled seamless Aadhaar-based verification using OTP and CAPTCHA
- Eliminated manual intervention, ensuring compliance with NPCI guidelines
Automated Data Handling:
- Verified customer addresses auto-updated in LOS
- KYC XML data converted to PDF and pushed to the Document Management System (DMS)
with Aadhaar Doc ID
Related
RESULTS
Faster Loans, Fewer Drop-Offs
Digitalized
eKYC into POS journey
Enhanced
Loan approvals, lower drop-offs
"eKYC was fully digitalised and integrated into the point-of-sale journey, allowing customers to complete verification on the spot; significantly reducing onboarding time and minimising drop-offs."
Seamless Customer Experience
eKYC was fully digitalized and integrated into the POS journey, allowing customers to complete verification on the spot. This has significantly reduced onboarding time, creating a faster, frictionless experience and minimizing drop-offs
Regulatory Compliance
Aadhaar-based verification through NPCI ensured better compliance with regulatory standards, reducing risk and ensuring secure handling of sensitive customer data
Enhanced Operational Efficiency
Manual address updates were completely eliminated, saving hours of processing per week. Automated data flow from LOS to the Document Management System (DMS) also reduced human-prone errors, freeing staff to focus on highervalue tasks
Improved Loan Approvals
The streamlined, paperless onboarding process led to faster approvals, increasing loan conversion rates while significantly lowering customer drop-offs caused by incomplete KYC
Scalability & Future-Readiness
The platform efficiently handles 2,000–5,000 eKYC requests per month and is designed to integrate with DigiLocker in the next phase, ensuring readiness for future digital verification needs