Credit Saison digitizes Personal Discussions with VideoCX

Credit Saison adopted VideoCX’s Video PD platform
to reduce costs, improve efficiency, and expand business reach across India.

Credit Saison

At a glance

  • Industry: NBFC (Business & Retail Lending)
  • Location: India
  • Use Case: Video Personal Discussion (Video PD) – SaaS
  • Departments Covered: Business Loans, Small Business Loans, Loan Against Property
  • Go-Live Date: 1st Dec 2022

Credit Saison

Credit Saison is a leading financial services company providing business and retail loans across India. The company faced challenges with traditional physical personal discussions (PDs), which were time-consuming, costly, and difficult to scale. To enhance efficiency, reduce fraud risk, and improve oversight, Credit Saison partnered with VideoCX to digitize PDs on a secure, browser-based platform.

Challenges

  • Time-consuming PDs: Physical discussions led to longer turnaround times and limited scalability.
  • Lack of visibility: Senior management had no oversight of commitments made by credit officers during onsite visits.
  • No digital audit trail: Increased fraud risk and reduced accountability.
  • High operational costs: Travel and manual coordination drove up expenses.

Solution by VideoCX

  • Secure Video PD platform: Conducted PDs digitally via a browser-based solution.
  • Permanent digital records: Every PD recorded for fraud prevention and audit-readiness.
  • Managerial support: National Credit Managers reviewed calls and supported credit officers in decision-making.
  • Efficiency gains: Replaced physical PDs with digital sessions, reducing costs and improving productivity.

Implementation

  • Credit Officers sent customers a VideoCX link via SMS.
  • Customers initiated sessions by clicking “Start Chat.”
  • Customers shared documents for verification, including:
    • PAN card for ID proof
    • Voter ID / Driving License / Passport / Electricity Bill for address proof
    • Property inspection over video for LAP loans
    • Stock/inventory checks, business surroundings, office number, GST number for SME loans
  • Live location sharing enabled real-time verification.
  • Calls concluded with outcomes marked as Success / Reject / Pending with comments.
  • Recordings were stored permanently, and supervisors reviewed them via SCP link before final loan approval/disbursement.

Results & Impact

  • Lower costs per PD : Reduced travel and manual overhead.
  • Faster loan approvals : National Credit Managers supported decision-making in real time.
  • Fraud risk reduction : Digital audit trails ensured accountability and compliance.
  • Expanded reach : Business scaled across India, beyond branch limitations.
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