Low platform familiarity
Field employees across branches were unaware of how basic processes worked within the application, slowing day-to-day execution.
Unico Housing Finance gives every field team role-specific process guidance with Gyde
Conditional in-app guidance
Walkthroughs branch based on the action a field employee actually takes, not a generic script.
AI-generated video walkthroughs
Every process walkthrough auto-converts into a video, available in multiple languages, and pushed straight to Unico's L&D platform.
Module-based rollout
The full lead-to-loan journey was broken into department-specific modules so sales, ops, and underwriting each get only what's relevant to them.
About the client
About Unico Housing Finance
Unico Housing Finance is an RBI-registered, digitally driven affordable housing finance company founded in 2023 and headquartered in Chennai. In under two years, it has scaled to 86 branches across seven states, with a mandate to serve underserved, self-employed, first-time homebuyers — a segment that rewards speed and clarity over paperwork.
That mandate put pressure on Unico's own field organization. Growing this fast across sales, operations, and underwriting meant onboarding employees faster than traditional training cycles could keep up, especially in branches where the workforce was less familiar with structured lending platforms. Unico needed field teams that could confidently run the software without routing every question back to a manager.
The problem statement
A fast-growing field force outpacing its own training
One long process, no segmentation
The end-to-end lead-to-loan conversion process was long and undifferentiated, with no way to isolate role-specific steps.
No conditional guidance
Employees needed help highlighted based on the specific action they took, not a static, one-size-fits-all walkthrough.
Cross-functional impact
The gap touched sales, operations, and underwriting alike, each needing a different slice of the same underlying process.
How Gyde solved it
AI-powered walkthroughs, videos, and in-app assist, built module by module
Mapped the process into modules
Gyde broke the full lead-to-loan journey into department-specific modules, so sales, operations, and underwriting each got a walkthrough tailored to their actual work.
Built conditional, AI-generated walkthroughs
Using Gyde's AI-powered walkthrough creator, we built steps with conditions based on the action a user selected, so the guidance adapted to what the employee was actually doing.
Auto-generated multilingual videos
The same walkthrough creator auto-generated videos for each process, available in multiple languages and ready to upload directly to Unico's in-house L&D platform.
Deployed a custom in-app widget
The help widget was reskinned from a standard question-mark icon to a robot icon, paired with Gyde Auto-Assist for real-time, in-context help.
Rolled out with analytics in place
Gyde Analytics was enabled from the start to track walkthrough usage, identify frequently accessed guidance, and understand how employees engaged with the available support.
The outcome
A more self-sufficient field workforce
Routine questions escalated to managers
Employees could access step-by-step walkthroughs, videos, and Auto-Assist while working.
~35% fewer basic escalations
Longer time to process readiness for all
Teams across 86 branches could follow the same approved guidance.
~25% faster readiness
Limited self-service support
Employees could independently resolve more routine process questions.
70% of routine queries resolved independently
What other NBFC teams can learn
Why module-based, AI-generated guidance works for fast-scaling NBFCs
Segment by role
Splitting one long process into department-specific modules respects how field teams actually work, not how the process is documented internally.
Let the AI do the repetitive authoring
Auto-generating video from an existing walkthrough removes a second, manual content-creation step every time a process changes.
Meet the field where it already looks for help
A widget that matches how employees expect a help icon to look, paired with videos on the L&D platform they already use, drives faster adoption than a new standalone tool.
~35%
fewer basic escalations
~25%
faster readiness
70%
of routine queries resolved independently
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See how Gyde turns your process documentation into AI-generated walkthroughs and videos your teams will actually use.