At a glance
The challenge
Visits and DSA onboarding were tracked through calls, sheets and paper, so managers saw the picture late and relied on people telling them where the field team had been. A boxed field service tool has no idea what a DSA, a channel category, a loan account number or an RM to ASM to credit sign-off is.
What we built
A system built around how Anand Rathi already lends: DSA and customer visits checked in and out on the phone, their own loan stages, applicant forms, lending calculators and three-level sign-off, and reports on their own hierarchy. When their process changes, the system is changed to match, quickly.
The results
- Every DSA and customer visit checked in and out on the phone, with time and place recorded
- Managers see field activity as it happens, not at the end of the day
- Relationship managers spend more time with customers and less on reporting
- Changes turned around quickly as their processes change
Want yours built around how you work, the same way?
Get DemoA lending business that runs on visits
The Anand Rathi Group was founded in 1994. It began with a research desk and grew into broking, wealth management, investment banking and lending, and it runs more than 145 of its own branches. A large share of its lending comes through Direct Selling Agents, the DSAs and channel partners who bring in loan applicants. Relationship managers visit these partners regularly to onboard them, pick up new leads and follow up on cases, and they visit customers too.
All of that used to be pieced together by hand. Managers, branch heads and credit needed to know who was met, for what, and where every case stood, and the answer arrived late.
“Visits and DSA onboarding were tracked through calls, sheets and paper. By the time a manager saw the picture, it was already out of date. We had little visibility into where our field teams were or what they'd done that day. We relied on people telling us.”
What we built: their lending workflow, not a generic field tool
We did not start from a template. We started from a screen recording of Anand Rathi's own team walking through their channel partner and customer visit process, and built on the data they already had, so every new visit lands next to their existing records. Everything below uses their own language and steps. None of it would come in a boxed field service product.
DSA visit check-in and out
The relationship manager picks the DSA, records the purpose, the person met, area of visit and channel category, with time and location captured. Check-out closes the same visit with the DSA representative's name and a contact number.
Customer visits by loan account
For customer meetings the relationship manager selects the customer, sees their loan account number, checks in, records the purpose of the meeting and closes the visit with remarks.
Their loan stages
Each case moves through Anand Rathi's own stages: pre-login, logged in, documents pending, PD done, recommended, sanctioned, then disbursed or rejected, with every stage change kept as history.
Applicant onboarding
Forms for applicants, co-applicants and guarantors, with mobile and consent validation and a credit bureau check before a case moves forward.
Their lending calculators
FOIR, loan eligibility, balance transfer plus top-up, debt consolidation, banking program and GP program calculators, built around their own loan programs.
Three-level case sign-off
A compliance checklist the RM submits, the ASM approves and credit gives final approval on, with each action logged so the team can see how long a case waited at each step.
“Super customised application with super effective team.”
Changes turned around quickly, as their process changes
A lender's process does not stand still. Products change, checks are added, and managers want to see things a new way. Anand Rathi has worked with Fieldproxy over the years, and the system has changed with them. The first version of the rebuilt visit flows was ready the same day the brief came in, and each later version was shaped by how their relationship managers actually check in and what their managers read.
“A partner that has grown with us over the years and keeps adapting as our processes change. When we need changes, they turn them around quickly. That responsiveness matters in a business like ours.”
How the field team and managers use it
On a working day a relationship manager opens the mobile app and checks in on arrival at a DSA or a customer. When the meeting ends they check out from the same screen. Because the system records the time and location itself, the visit does not depend on anyone reporting it later.
Every relationship manager sits in Anand Rathi's own hierarchy of branch, area sales manager and zonal manager, and office teams see channel partner and customer visits by person, branch and date on reports built on that hierarchy. Managers can also ask a Fieldproxy AI assistant plain questions, such as which cases are open at each stage, and any change it suggests to a case needs a person to confirm it first.
“Our field teams check in and out of every customer visit from their phones. We know what happened, where and when. Managers see field activity as it happens, not at the end of the day. Our relationship managers spend more time with customers and less time on reporting.”
What Anand Rathi would tell another business
“It brings real field discipline to a business where every visit matters.”
How it went
Day 1
Visit check-in and check-out built from a recording of their own process.
Next
Their loan stages, forms and sign-offs set up the way they run them.
Today
The system keeps changing as their processes change.
“Super customised application with super effective team.”
