L&T financial services advances digital banking with enhanced observability

The company

Founded in 1994, L&T Financial Services is one of India’s leading NBFCs, serving millions across rural and urban segments with a diverse portfolio that includes farm equipment finance, two-wheeler loans, micro loans, and more. Backed by the legacy of Larsen & Toubro, the company is focused on driving financial inclusion through digitization and customer-first innovation.

We spoke with Nitesh, Project Lead at L&T Financial Services, to learn why they chose DevRev and how they’re using the platform to modernize support and streamline internal workflows across tech and customer service teams.

The challenge: Gaining clearer insights into digital customer journeys

L&T Financial Services was looking to enhance visibility across their digital platforms to better understand customer behavior. Their native Android application, which manages over 3 million user sessions monthly, presented an opportunity to deepen analytics and gain clearer insights into transaction flows and customer interactions.

The support team sought more contextual visibility into user sessions to resolve queries more efficiently, while the product and engineering teams aimed to make more data-informed decisions by complementing their expertise with real-time user insights.

Before DevRev, we could see that users were dropping off during certain processes, but we couldn't pinpoint exactly where or why. Now we can see precisely which steps cause friction and address them immediately.

NiteshProject Lead at L&T Financial Services

The solution: Implementing DevRev

L&T Financial Services selected DevRev for its comprehensive observability capabilities and support for their scale requirements. The implementation focused on establishing core tracking functionalities across their native Android platform, with particular emphasis on session replay and funnel analytics.

The implementation connected support, product, and engineering teams through a unified platform that provides real-time visibility into user journeys and behavior patterns. This integration enabled teams to collaborate effectively using shared data about customer experiences.

The DevRev implementation has transformed how we understand and respond to customer behavior across our digital banking platforms. For the first time, we have complete visibility into the user journey.

NiteshProject Lead at L&T Financial Services

The impact: Enhanced visibility, optimized journeys, improved collaboration

Enhanced user journey visibility

DevRev's session tracking capabilities help L&T Financial Services identify exactly where users encounter difficulties or abandon processes. This visibility enables them to optimize critical funnels, resulting in higher conversion rates for key transactions like loan applications and account openings.

Improved support efficiency

The support team now resolves customer issues more efficiently by having direct visibility into user sessions. Agents can review session data to quickly identify and address problems, reducing resolution times and improving customer satisfaction.

Data-driven product development

With insights into user behavior, the product and engineering teams make informed decisions about feature priorities and design improvements. This approach focuses resources on enhancements that deliver the greatest customer impact.

Cross-team collaboration

Support, product, and engineering teams now work from the same data, creating a shared understanding of user behavior and priorities. This alignment breaks down organizational silos and accelerates issue resolution.

The bottom line: A transformation in digital banking experience

L&T Financial Services' implementation of DevRev delivers meaningful business results:

• Enhanced visibility across 3M+ monthly user sessions
• Significant reduction in user dropoffs at critical transaction points
• Improved issue resolution through data-driven support
• More effective resource allocation based on actual user behavior

By adopting DevRev, L&T Financial Services improves their approach to digital banking, achieving:

• Unified visibility across customer journeys
• Data-driven product development decisions
• Proactive identification of user experience issues
• Streamlined collaboration between teams

Benefits

• Support team identifies and resolves issues faster with session replay capabilities
• Product and engineering teams prioritize improvements based on actual user behavior
• Teams address friction points before they impact customer satisfaction
• Customer journeys become smoother with optimized digital experiences
• Analytics scale effectively with growing digital user base