TABLE OF CONTENT

About the Client

The client is India’s largest merchant services platform, operating over 350,000 POS terminals across 3,700 cities and towns in India and Malaysia. In 2020, they became India’s first unicorn of the year, with a valuation of $5 billion and annual operating revenues surpassing $120 million by 2022. They provide cloud-based fintech solutions, empowering businesses with innovative financial services.

Business Situation

The client’s custom-built LMS lacked scalability and required extensive cost and resource alignment. Major challenges included:

Limited Scalability – The existing LMS could not efficiently support growing merchant operations.
Complex Lead Management – Onboarding and POS deployment required extensive manual efforts.
Data Migration Issues – Seamless data transfer between the LMS and CRM was critical.
Security Gaps – Manual verification of documents left room for human error.
Inefficient Billing System – Billing workflows required optimization for streamlined operations.
Lack of Centralized Insights – No unified dashboard for tracking transactions and operations.

The Solution

Unthinkable Solutions integrated Salesforce CRM with the client’s LMS, enhancing merchant management, lead processing, billing, and reporting. The transformation automated workflows, optimized data migration, and improved system scalability.

Automated Merchant Onboarding – Eliminated manual verification, improving security and efficiency.
Seamless Data Migration – Ensured smooth transition and integration of merchant data.
Custom CRM Fields – Enabled merchant-specific data collection and IVR-based information gathering.
Billing System Optimization – Integrated Microsoft Navision for streamlined invoicing and reporting.
Enhanced Process Modularity – Developed custom Salesforce modules for sales, issue tracking, and dispatch.
Comprehensive Support – Provided L1 and L2 support for onboarding, issue resolution, and workflow alignment.

The Impact

The Salesforce CRM integration enabled the client to streamline merchant onboarding, automate billing, and enhance issue tracking. Unthinkable’s solution improved turnaround times and service categorization while ensuring seamless transaction processing. The client now processes $150–$200 million in monthly payments with 250+ merchant partners, including Croma, Cred, and Reliance Digital.

Conclusion

Unthinkable’s CRM integration transformed the client’s merchant services, improving efficiency, security, and scalability. By automating key workflows and optimizing data handling, the company is now better positioned to expand financial offerings while enhancing customer experience. Future enhancements will include advanced query management and refined error handling for even greater operational efficiency.