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.

Nitesh NikteSenior Project Manager at L&T Finance

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, including session replay and funnel analytics.

They also leveraged Computer’s Memory to connect data across systems, providing unified visibility into customer behavior for support, product, and engineering teams.

The integration empowered cross-team collaboration using shared data about user journeys and interactions, enabling faster, smarter decision-making.

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

With Computer for User Insights, LTFS can identify exactly where users encounter difficulties or abandon processes. This enables teams 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 faster by reviewing session data through Computer for Support Teams. Agents can identify and address problems quickly, reducing resolution times and improving customer satisfaction.

Data-driven product development

With Computer’s Memory, product and engineering teams make informed decisions about feature priorities and design improvements. This ensures resources focus on enhancements that deliver the greatest customer impact.

Cross-team collaboration

Support, product, and engineering teams now operate on the same unified platform, creating a shared understanding of user behavior and priorities. Computer AirSync keeps all systems synchronized in real time, breaking down silos and accelerating 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 and Computer for Support Teams
• Product and engineering teams prioritize improvements based on actual user behavior using Computer’s Memory
• Teams address friction points before they impact customer satisfaction
• Customer journeys become smoother with optimized digital experiences powered by User Insights
• Analytics scale effectively with growing digital user base