Case Study

How Maxicus reduced AHT for query resolution to 70% for a leading private payment bank

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About the client

Launched in 2017, our client wants to provide essential financial services to the urban digital and the rural underbanked customer to make banking needs more straightforward, more convenient, and more intuitive. Their solutions are also for business owners, which include corporate, startups & SMEs. Their revenue rose to 87% to INR 474 crores in FY2020 and they have over 30 million+ active customers.

Need Gap


Faster and error-free query resolution


Improve Net Promoter Score (NPS)

Reduce Average Handle Time (AHT)

Reduce Average Handle Time (AHT)

Reduce customer repeat call

Operational efficiency

Customer lifecycle management

Customer lifecycle management

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