Process gaps at the front line
New sales agents were unfamiliar with the lead-to-loan conversion process, leading to delays and errors.
Aavas Financiers cuts RM ticket load by 40% with Gyde
In-app walkthroughs
Step-by-step guidance built directly into the lead-to-loan process
Multilingual support
Field agents across states get process help in their own language
Assist Mode
Agents resolve errors in the moment, without waiting on an RM
About the client
About Aavas Financiers Limited
Aavas Financiers Limited is a retail-focused housing finance company (NBFC) serving low- and middle-income customers across India. The company operates through a network of 435+ branches spanning 15 states and union territories. Sales agents at Aavas work across geographies and language regions, guiding customers through the lead-to-loan conversion process on the ground.
The Challenge
New agents, an unfamiliar process, and a support bottleneck
Every error became a ticket
When agents hit a process question, the default path was raising a ticket to their RM, adding load on a small group of people.
Language was a barrier
Field agents across different regions needed process guidance in their own language, not a one-size-fits-all English SOP.
Onboarding took time
Training new agents on the conversion process relied heavily on RM bandwidth.
The Gyde Approach
In-app, multilingual guidance built into the lead-to-loan workflow
Understanding the process
Gyde's team got UAT access and went through the lead-to-loan process via a specialist-led walkthrough to understand it firsthand.
Building the walkthroughs
Using the AI-powered walkthrough creator, long processes were broken into smaller, linked walkthroughs so agents could follow each stage without getting lost.
Extending to mobile
Walkthroughs and videos were built for Aavas's mobile app, and the widget's icon and colors were customized to match the app's look and feel.
Connecting the knowledge base
While building walkthroughs from the knowledge base, the team found related PDFs and images from the loan process and linked them directly in callouts, so agents could access source documents without leaving the flow.
The outcome
Fewer tickets, faster onboarding, in weeks
High volume of process-related tickets raised to RMs
Most process questions resolved by agents in Assist Mode
~35–40% reduction in tickets to RMs
New agents took weeks to get comfortable with the lead-to-loan process
New agents self-serve process steps via walkthroughs from day one
~25–30% faster ramp-up time for new agents
Process guidance available mainly in one language
Multilingual walkthroughs across field regions
100% of field agents covered across supported languages
The pattern behind the result
Why this playbook works in NBFCs
Guidance where language isn't a barrier
Multilingual, in-app support meets field agents in the language they actually work in, not the language of the SOP.
Escalation only when it's truly needed
Assist Mode gives agents a first line of resolution, freeing RMs from being the default fallback for every process question.
Source documents stay one click away
Linking knowledge base PDFs and images directly into walkthrough callouts keeps agents inside the flow instead of hunting for files elsewhere.
In their words
What Aavas Leadership Says
As a partner, Gyde has played a differentiating role in our digital transformation journey. The platform gave our field agents multilingual, in-app guidance exactly where they needed it, and that showed up in fewer tickets to our RMs.
Kathirvel Srinivasan R
Head - Digital Business Strategy
46%
Reduction in tickets raised to RMs
57%
Faster onboarding for new agents
9+
Languages covered across field guidance
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