Summary

A leading finance company partnered with Bajaj Tech.AI to build a Customer Service App for its existing borrowers, giving customers a single place to view loan details, make EMI payments, and raise service requests, rather than calling in or visiting a branch for routine updates. The challenge was that this information lived across separate systems: the Loan Origination System (LOS) for ongoing applications and the Loan Management System (LMS) for existing loans, with no unified way for a customer to see either.

Bajaj Tech.AI built an OTP-secured mobile and web app that integrates LOS, LMS, payment gateways, and the company's CRM into one real-time experience, available on both the Play Store and App Store.

Business Challenge

For the customer service app, existing loan details needed to be displayed to the customer along with convenient payment options, plus a way for customers to raise service requests that the company's representatives could act on. This sounds straightforward on the surface, but delivering it required solving several connected integration problems that weren't visible to the customer but were central to building a system that actually worked:

• Data the customer needed to see was distributed across two separate systems: LOS (Loan Origination System) and LMS (Loan Management System)
• Ongoing loan details and status needed to be pulled from LOS, while existing loan details needed to be pulled from LMS requiring API integration with internal systems holding different sets of data
• Payment functionality required integration with a payment gateway supporting card payments, net banking, and wallet payments, with real-time status updates once a payment was made
• There was no existing mechanism for quick resolution of customer service requests, which required integration with the company's existing CRM system with real-time updates

The challenge wasn't a lack of data, it was that the data customers actually needed lived in three or four different systems that had never been connected for a customer-facing view.

Solution Approach

Bajaj Tech.AI conducted an extensive analysis of the client's existing systems before designing the integration layer that would bring everything together into one customer-facing app. The design had to account for the fact that a customer checking their loan status doesn't care which backend system holds that data, they simply expect one consistent, accurate answer.

• OTP-based access: Customers can access the app using their mobile number and an OTP, avoiding the friction of a separate password-based login for a servicing app they might use infrequently.
• Unified system integration: The app was integrated with the existing LOS, LMS, and CRM systems, pulling loan details, status, and service history into one consistent view.
• Payment gateway integration: Customers can make payments directly within the app across multiple payment methods, with status updates reflected in real time.
• Real-time API integration: Every part of the app, loan details, payment status, service requests, updates in real time rather than on a batch or delayed basis.
• Integrated, modern UI/UX: A well-designed, integrated user experience was built to make the app easy to use across the full range of the company's customers.

Implementation Highlights

• Multiple API integrations: Built to fetch loan details, payment details, payment schedules, and payment updates, as well as to raise service requests, update them, and track comments and status.
• Responsive, intuitive UI design: Adopted to give all types of users easy access to the app and a consistently good experience regardless of device.
• Available on Play Store and App Store: The app was published on both major app stores, with native rendering for the login page and a Progressive Web App (PWA) solution for broader accessibility.

The technical work was less about building new functionality from scratch and more about creating a reliable integration layer across systems that had never needed to talk to each other in real time before.

Business Impact & Results

Providing a customer service app to existing customers enhanced customer experience and satisfaction, alongside several measurable operational benefits that extended well beyond the app itself.

• Enhanced communication: Real-time communication between customers and support teams improved response time meaningfully compared to the previous, less connected process.
• Cost-effective operations: Reduced operational cost by minimizing the need for extensive human resources on basic requests and automating certain common tasks.
• Self-service options: Customers were empowered to find solutions through FAQs and standard request options, improving the overall customer experience without requiring a support call for routine questions.
• Centralized information: Customer interactions and information were stored in one place, allowing for better tracking and more personalized service going forward.
• Scalability: The app was built to adapt to growing customer needs without requiring significant additional investment as the customer base expanded.

Giving customers direct, self-service access to their own loan information reduced dependency on support staff for routine queries freeing the team to focus on requests that genuinely needed a human.

Key Takeaways

• Customer-facing servicing apps often require integrating data that lives across separate origination and management systems
• OTP-based access removes login friction for apps customers use infrequently but need to trust
• Real-time API integration, not batch updates, is what makes a servicing app feel trustworthy to a customer checking a payment status
• Self-service options reduce support team load while improving the customer's actual experience
• A strong servicing layer complements a well-designed Loan Origination System by extending a good digital experience beyond disbursal

Conclusion

For this finance company, the Customer Service App closed a gap that had existed since disbursal, customers previously had no unified way to see their own loan status or resolve a service request without calling in. By integrating LOS, LMS, payment gateways, and CRM into one real-time experience, the company turned a fragmented back-office reality into a simple, self-service customer experience. Financial institutions facing a similar disconnect between origination systems and customer-facing servicing can apply the same lesson: the data usually already exists somewhere, the real work is building the integration layer that brings it together for the customer.

This kind of servicing layer is a natural extension of the digital lending journey that begins at lead management and origination, and reflects the same digital engineering discipline needed to keep customer-facing systems reliable at scale.

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