A Renowned Bank Boosted Semi-Urban Customer Onboarding by 42%
Our customer is one of India’s fastest-growing financial institutions that serves millions of customers, especially in rural and semi-urban markets.
They looked at the data from their client onboarding process and saw that not all of their new customers were comfortable with English. But most important papers, such loan agreements, disclosures, and compliance paperwork, were only available in English. That made it tougher to reach people, slowed down the process of hiring new workers, and even scared off potential clients at times.
It was a problem for a bank attempting to gain confidence in areas where language is very personal; it was more than just a hassle.
The Challenge
Like most BFSI players, the bank was running into familiar pain points:
Compliance hurdles. Regulators not only suggest multilingual disclosures, but they mandate them. Whenever translations were inconsistent, the bank would end up with red flags during audits.
Operational delays. Every new document request had to be translated in isolation.
Data security. Customer information was everywhere, in forms, in agreements, in statements. Handling that data outside a secure ecosystem wasn’t an option.
Broken Communication. The exact words, such as "fixed deposit" or "interest waiver," didn't always mean the same thing across all branches. Customers didn't understand, and employees left frustrated.
The bank realized that translation required more than just changing words. The goal was to create a system that could grow without compromising accuracy or confidence.
The Solution
Instead of treating translation as a side task, the Devnagri Team built a framework. A multilingual foundation designed for BFSI scale, plugged directly into the bank’s document management system.
Key Highlights
The Impact
The numbers tell one part of the story:
But the real win?
More Than Translation
At its core, this wasn’t about converting English sentences into local languages. It was about making the bank future-ready. It was about giving every customer, whether in a metro or a small town, the same clarity, the same confidence.
By creating a centralized, secure, and scalable translation infrastructure, the bank not only solved a problem. It built a competitive advantage.
And that’s how a financial institution, already strong in metros, managed to expand deeper into semi-urban India, and grow trust where it mattered most.
