Objective

Improve the key metrics through product-led initiatives

Accelerate credit application and assessment processes
Boost Net Promoter Score (NPS)
Reduce consumer attrition; improve customer loyalty
Amplify user acquisition by offering high-value, transformative services

CHALLENGES

Key challenges involved:

User experience - simplifying complex processes

Support 5 million+ daily transactions

System integration - 3rd Party APIs and legacy services

Low time to market

Key Projects

We undertook following key projects to meet the objectives:

Consumer facing mobile application with a revamped user experience

Fully automated loyalty and rewards to reduce user churn and improve CLTV

New user acquisition through fully automated bill payment services

Reduce credit turnaround time through comprehensive lender integration

Improve the repayments workflow and service experience to improve the NPS

Micro-services based service architecture for scalability and several QC initiatives to reduce service downtimes

Outcome

Coditation helped the company achieve its objective of improving the product and business metrics through product-led initiatives. Over the period of one and half years, significant improvements in the New Customer Acquisition, NPS, and Customer Churn was observed.