How Gridlines Helped an MSME Lender Achieve 3× Efficiency in Address Confirmation

A leading NBFC serving India’s MSME ecosystem had an important compliance requirement to fulfill.

After disbursing loans, the lender needed to send physical letters to borrower addresses for positive address confirmation — a key step to validate customer authenticity and meet regulatory standards.

However, managing this process manually posed serious operational challenges. Thousands of letters had to be printed, packed, and dispatched across the country every month — with no digital visibility, limited reach, and inconsistent delivery outcomes.

The lender sought a scalable, technology-enabled solution that could simplify operations, strengthen compliance, and ensure traceability at scale.

The Challenge

The pre-existing system relied on fragmented courier partners and offline tracking methods. Over time, the lender encountered multiple inefficiencies:

1. Low Serviceability
   A significant number of letters were undelivered due to pin code limitations and poor last-mile coverage.
   
2. No Traceability
   Clients had no mechanism to view or confirm the delivery status of each dispatched letter, leading to compliance uncertainty.
   
3. Zero Real-Time Tracking
   Once letters were sent, their status was unknown until delivery — creating blind spots across the operational lifecycle.
   
4. High RTO (Return-to-Origin) Rates
   A large volume of letters were returned undelivered, adding to workload, delays, and cost overhead.
   
5. Compliance Gaps
   In the absence of geo-tagged proof or digital audit trails, confirming delivery became difficult — raising risks during audits.
   

The Gridlines Solution

The lender adopted Gridlines’ end-to-end Letter Delivery & Verification Platform to automate and digitize its entire post-disbursement letter workflow.

1. One-Stop Management

From printing to packing to dispatch, the entire process was handled through Gridlines’ integrated fulfillment system — removing the need for multiple vendors or manual follow-ups.

2. Real-Time Tracking Dashboard

Full visibility and live status updates across the entire delivery lifecycle — from printing and dispatch to final delivery.

3. Scalable Operations

As loan disbursement volumes grew, the platform seamlessly scaled to manage thousands of new letters every week — without any manual bottlenecks.

4. Nationwide Serviceability

With India’s widest pin code coverage, Gridlines enabled maximum serviceable reach, ensuring letters reached even remote borrower locations.

5. Drastic RTO Reduction

Return-to-origin instances reduced to one-third of earlier volumes — saving time, cost, and compliance effort.

6. Geo-Location & Compliance Proof

Every delivery was geo-tagged and timestamped, providing digital evidence of successful address confirmation — ensuring 100% compliance readiness.

7. Faster Turnaround Time

Average turnaround time reduced to 6 days, compared to indefinite timelines earlier with no visibility or predictability.

Read also: Instant Identity & Business Profile Lookup for Smarter Onboarding

Results

The MSME lender achieved a complete transformation in its post-disbursement communication process:

• Operational Efficiency: Automation reduced manual coordination and improved overall delivery reliability.
  
• Compliance Confidence: Geo-location-based delivery proof strengthened internal and regulatory audits.
  
• Customer Trust: Timely delivery and transparent communication improved borrower experience.
  
• Cost Efficiency: Lower RTOs and faster closure cycles optimized operational costs.
  
• Scalability for Growth: The system now supports expanding loan portfolios with zero operational friction.