Aditya Birla Housing Finance digitizes home loan credit decisions with Video Personal Discussion

Aditya Birla Housing Finance adopted VideoCX.io’s Video PD platform to digitize home loan credit assessments, reduce turnaround time, and improve governance across India.

adityabirlaCapital

At a glance

  • Use Case: Video Personal Discussion (Video PD) (SaaS)
  • Departments Covered: Home loan
  • Go-Live Date: 1st May 2023

Aditya Birla Housing

Aditya Birla Housing Finance adopted VideoCX.io’s Video PD platform to modernize credit assessment workflows and bring visibility, efficiency, and control to home loan decisioning across India.

Problem Statement

  • Physical PD are time consuming, TAT is more and less cost effective.
  • Seniors are not aware of the onsite issues and commitments done by the credit officers, which affects business growth in the long term.
  • No digital evidence of the customer, thereby increasing the possibility of fraud.

Solution by VideoCX.io

  • Video PD helped them to overcome the above problem statement.
  • The cost per PD got reduced and more PD were processed on a single day, thereby increasing their business volumes. This opened doors to other departments.
  • National Credit Managers can review the Video PD and help in cases where the credit manager could not take decision for the loan disbursement.
  • Having digital presence of the customer ensured there is no fraud done by the credit manager.
  • Customer data is stored forever.
  • Increases the reach across India.

Customer Touchpoint Journey

  • The RU sends the link to the customer via Videocx.io
  • SMS Gateway is of Videocx.io
  • The customer receives the link on Mobile, clicks on “Start Chat”.
  • A notification is triggered on the agent’s chat window, allowing them to start the session.

During the Video PD Call

The agent guides the customer through the following steps:

  • Customer Photo Capture
  • PAN Card screenshot.
  • Location sharing.
  • Surroundings photograph.
  • Call is then marked as Success, Reject, or Pending with comments.

Post-Call Workflow

Once the Video PD is complete:

  • Chat link with Video Recording is manually copied and pasted in LOS.
  • The supervisor reviews the recording.
  • Based on this review, the loan is either approved or disapproved.

Ready to digitize home loan credit decisions at scale?

See how VideoCX.io’s Video Personal Discussion (Video PD) platform helps NBFCs and housing finance companies reduce credit TAT, improve senior oversight, prevent fraud, and standardize credit decisioning across locations.

Whether you are processing high-volume home loans, enabling remote credit assessments, or strengthening audit and governance controls, VideoCX.io provides a purpose-built Video PD platform trusted by leading lenders.

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