CRM Checklist for a Lending Business in India

Lead Capture

• Web form integration
• WhatsApp Business API
• Excel bulk import
• IndiaMart / JustDial lead sync (if relevant)
• Field agent app for offline leads

KYC and Documents

• PAN, Aadhaar, and address proof upload
• Document versioning (in case of re-KYC)
• Masking of sensitive fields in UI
• Optional DigiLocker integration
• Audit trail on every document action

Workflow and Follow-ups

• Customisable lead stages
• Auto-reminder for next follow-up
• Call logging with recording link
• WhatsApp template message sending
• Escalation if a lead is untouched for X hours

Hierarchy and Access

• Branch / region / agent hierarchy
• Role-based access (agent, manager, admin)
• Lead assignment rules (round-robin, skill-based, manual)
• Performance visibility limited by role

Compliance and Audit

• Every record change logged
• Consent date and timestamp stored
• Data export for RBI audits
• Optional two-factor auth for agents

If your current CRM is missing more than two items from this list, it is probably time to talk to us about a custom build.