Case Study: How Fundamento Helped a Leading Lending Company in India Increase Loan Disbursals by 31%

Client Overview: A Leading Lending Company

One of India’s top non-banking financial companies (NBFCs), this leading lending institution offers a wide range of loan products—from personal loans to SME and vehicle finance. With a strong presence across urban and semi-urban India, they serve millions of customers seeking fast and accessible credit.

However, in their personal loans vertical, they faced a pressing issue: too many customers were dropping off before completing the application process, which directly impacted disbursal volumes.

The Challenge

Their digital loan application process spanned 20 steps, many of which involved document uploads, verifications, and other checkpoints. Despite significant marketing investments and high initial interest, there was a noticeable drop-off as users progressed through the flow.

Here’s what they were grappling with:

• Applicants were abandoning the process midway without completing forms or uploading documents.
  
• There was no visibility into exactly where users were getting stuck.
  
• Manual follow-ups by call center agents were not timely or scalable.
  
• Every delayed engagement increased the risk of losing high-intent users.
  

They wanted to reduce the friction in the customer journey, recover abandoned applications, and improve disbursals—all without drastically expanding operations.

Our Mandate

When the company brought Fundamento in, their objective was clear:

Convert more loan applications into completed disbursals by identifying and engaging stuck customers at the right moment.

We at Fundamento were tasked with:

• Detecting drop-offs in real time.
  
• Intervening with helpful, personalized conversations.
  
• Guiding customers through complex steps.
  
• Ultimately increasing application completion and loan disbursement rates.
  

Our Solution

We deployed Fundamento’s  proprietary voice automation platform to help them move the needle. Here’s how we approached the challenge:

1. Deep Integration with Their Internal Systems

Fundamento to was integrated with the customer’s MAP (Management Application Platform), which tracks every customer’s journey through the 20-step process.

This integration allowed us to:

• Monitor customer progress in real time.
  
• Trigger a call within 15 minutes if a customer stalled at any step.
  
• Personalize conversations based on where the customer was stuck.
  

2. Contextual Voice Bot Support

Fundamento’s voice bots weren’t just calling with generic nudges—they offered step-specific support in real time.

For example, if someone was stuck at the PAN upload stage, our bot would say:

“Hi [Customer Name], we noticed you haven’t uploaded your PAN card yet. Would you like some help to complete that step now?”

We designed our bots to:

• Speak multiple Indian languages.
  
• Answer FAQs in real time.
  
• Offer guided walkthroughs of the application.
  

Empathize with customers and reduce the sense of complexity.

3. Scalable, Smart Outreach

Every outreach was automated, timely, and fully personalized. No scripts. No generic reminders. Just contextual support—delivered through the voice channel.

This allowed us to handle thousands of drop-offs without any additional headcount, while delivering a highly human-like experience.

The Results

The numbers speak for themselves. Here’s the performance snapshot:

Key Wins

• 96% Connection Rate
  Our voice agents successfully connected with 96% of the customers dialed.
  
• 2X Higher Completion
  Customers who spoke with our voice bot were twice as likely to complete the application as those who didn’t.
  
• 31% Disbursal Rate
  Over 30% of the engaged users ended up receiving loans, directly impacting the company’s topline.
  
• Zero Operational Load
  Our entire solution ran in the background without requiring any additional team or effort from the client’s side.
  

Customer Voices

Despite being AI-driven, Fundamento’s voice bots were often mistaken for real human agents. Applicants felt they were getting real support when they needed it most.

“I got stuck on one step and didn’t know how to move forward. The call really helped—it told me exactly what to do.”
— Verified Applicant

Why It Worked

Several factors made our implementation successful:

• Perfect Timing
  Calls were triggered exactly when a user got stuck, while their intent was still high.
  
• Hyper-Personalization
  Each call addressed the specific issue that prevented the user from progressing.
  
• Language Comfort
  Our bots spoke in the customer’s preferred language, improving engagement.
  
• Zero Friction Deployment
  We didn’t ask the company to change their existing tech stack. We integrated and went live in record time.
  
• Scalable Automation
  Whether 5,000 or 50,000 customers stalled, our system handled it—flawlessly.
  

Long-Term Impact

The success of this deployment had ripple effects across the organization:

• Better marketing ROI: More leads turned into revenue.
  
• Higher customer satisfaction: Users got timely, helpful support.
  
• Operational efficiency: No extra cost for managing thousands of interactions.
  

What’s Next

Following the success in personal loans, we at Fundamento are now helping the client apply our automation platform to:

• Two-wheeler loans
  
• Collections and payment reminders
  
• Upselling and cross-selling loan products
  

We’re also introducing WhatsApp and SMS automation, expanding the customer engagement strategy to multiple channels.

Conclusion

This case is a textbook example of what intelligent voice automation can deliver when it’s contextual, timely, and customer-first.

By identifying exactly where users needed help—and showing up at the right moment—we converted thousands of stalled applications into live loans. More importantly, we did it without adding any cost or complexity for the business.

At Fundamento, we don’t just automate—we unlock business outcomes.

If you’re a financial services company looking to drive better engagement and outcomes across your customer journey, let’s talk.