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CASE STUDY - Unicorn Ops executes KYC fulfilment assignment for a leading Financial Services company.

Brief Description – The Field Operations & Tele calling team jointly were able to execute 5+ KYC fulfilments per field agent on a daily basis in the MMR (Mumbai Metropolitan Region) for a leading financial services company which was into Consumer loans, Business loans, Commercial finance & Wealth Management.

Client Overview

Tata Capital is a leading financial services company in India offering consumer loans, business loans, commercial finance, and wealth management. With over 100 branches nationwide, it serves thousands of customers with diversified financial solutions.

The Challenge

Tata Capital engaged Unicorn OPS to streamline KYC fulfilment for its Personal and Business Loan customers in the MMR (Mumbai Metropolitan Region). The goal was to collect verified KYC documents from pre-approved customers within a strict turnaround time (TAT). The challenge? Large geography, traffic, strict compliance, and operational coordination.

Key Challenges

    • KYC document fulfilment to complete loan processing
    • Mumbai, Thane, Navi Mumbai (MMR Region)
    • TAT-bound daily processing
    • 60+ field agents + 10 telecallers

Our Solution

Cylsys Software deployed a high-efficiency, two-tiered team strategy combining telecalling and field operations with strong real-time supervision.

Dual-Team Strategy
    Telecalling Team (10 Agents):
    • Contacted customers and fixed visit appointments
    • Confirmed availability and collected address details
    • Coordinated time slots for document pickup
    Field Operations Team (60 Executives):
    • Verified customer documents against originals
    • Obtained signatures and collected photocopies
    • Delivered KYC packets to the centralized collection hub

Process Efficiency

    • Daily target: 5 KYC collections per agent
    • Backup routing ensured no customer was missed
    • Supervisor-led escalation ensured near-perfect fulfillment

Project Timeline at a Glance

Phase
  • Planning
  • Team Setup
  • Execution Rollout
  • Real-Time Tracking
  • Goal Achieved
Highlights
  • Mapped regions and load-balanced route planning
  • Hired, trained, and deployed tele + field teams
  • Initiated appointment-based collections
  • Supervisor dashboards ensured daily closure targets
  • Achieved daily KYC volumes with TAT adherence

About Unicorn OPS

Unicorn OPS is a division of Cylsys Software, specializing in performance-led operations support.

    What We Offer
    • 80+ professionals across our Gadarwara ops facility
    • Call Centers: Mumbai (International) | Noida (Domestic)
    • Engagement Models: Hourly, Daily, Weekly, Monthly
    Services
    • Back Office Operations
    • Data Entry  
    • SMS & Email Campaigns
    • Lead Generation
    • Call Center Ops
    • Appointment Scheduling for Professionals

Want Results Like This? 

Whether it’s on-ground document collection or last-mile operational execution, Unicorn OPS delivers results that scale — fast, flexible, and on point.

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