A fast-growing gold loan fintech ran service across Zendesk, Zoho Desk, and Google Sheets, with manual case assignment and no unified visibility. Myridius consolidated everything onto Salesforce Service Cloud with SLA-driven omni-channel routing and chatbot self-service, improving turnaround by 22 percent and reducing calls per release request by 15 percent.
Key Outcomes
- 22 percent improvement in average turnaround time.
- 15 percent reduction in calls per release request.
- A 360-degree, real-time view of service across every channel.
Overview
A fast-growing Indian gold loan brand scaling rapidly across lending and repayment journeys faced deeply fragmented service operations, with customer interactions spread across Zendesk, Zoho Desk, and Google Sheets, manual case assignment, and no unified visibility. Disconnected workflows across gold returns, renewals, and field agent processes created friction and prolonged turnaround. Myridius unified the service ecosystem on Salesforce Service Cloud, migrating all operations into a single governed environment, building SLA-driven omni-channel case routing, and deploying chatbots for self-service. As a result, the brand achieved a 22 percent improvement in average turnaround time, a 15 percent reduction in calls per release request, and a 360-degree, real-time view of all customer service transactions across every channel.
Client Context
The client is a fast-growing, mobile-first gold loan fintech in India, scaling across lending and repayment journeys for a large base of borrowers.
Unified service mattered here because rapid growth had outpaced fragmented tooling, leaving interactions scattered across Zendesk, Zoho Desk, and Google Sheets with manual handoffs. What was at stake was service quality at scale, since disconnected workflows across gold returns, renewals, and field agent processes prolonged turnaround and undermined customer confidence.
The Challenge
Customer interactions were spread across Zendesk, Zoho Desk, and Google Sheets, with manual case assignment and no unified visibility. The desired state was a single, integrated platform with SLA-driven omni-channel routing and self-service that could standardize execution across loan journeys.
Consider a gold release request. It might be tracked in one tool, assigned manually by a person, and updated in a spreadsheet, with no single view of status across channels. Disconnected workflows across returns, renewals, and field agent processes created friction and slow turnaround, exactly the wrong experience for a brand scaling quickly.
