Poonawalla boosts onboarding efficiency with Voice AI

Organisation

Poonawalla Fincorp Ltd

Founded

1988

Website

https://poonawallafincorp.com

Channel

Phone call (voice AI)

Industry

BFSI / Asset Management & NBFC

Usecases

Customer onboarding, T&C acknowledgment, welcome calls, multilingual activation

Onboarding automation impact

AI-driven voice workflows reduced call center costs and improved early-stage engagement quality.

4.2×

ROI

26%

CSAT boost

0.64×

efficiency ratio*

3.2×

drop-offs cut

Challenge

Solution

Impact

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A leading BFSI asset management player needed to optimize onboarding and activation processes that were previously manual, costly, and inconsistent. Gnani.ai introduced voice automation to resolve these challenges.

Solution

Poonawalla automated its onboarding and activation processes using Activate365, reducing customer drop-offs and improving CSAT. The solution enabled real-time compliance acknowledgment and multilingual guidance through intelligent voice workflows.

AI-driven voice campaigns launched proactive welcome and activation calls immediately post-loan disbursal.

Incorporated continuous feedback loops to refine engagement strategies and minimize abandonment rates.

The automation enabled Poonawalla to scale engagement, improve CSAT, and reduce operational costs dramatically.

Impact

Poonawalla achieved remarkable improvements in onboarding experience, reduced operational costs, and elevated customer satisfaction through advanced voice automation.

4.2×

ROI

26%

CSAT

3.2×

drop-off cut