SabPaisa: Rule-driven ticket routing across fintech operations.
SabPaisa needed an internal ticket workflow that could coordinate Operations, Risk, Settlement and Technology while keeping ownership and business review visible.
Product implemented: TargetCRM
Delivery partner: Excellence Consultancy Services
Customer-specific configuration, not a standard-feature guarantee.
The business challenge
Merchant issues such as KYC, settlement, rate changes and payment or API queries could require several teams. The workflow needed to route each issue to the right owner, preserve its context across departments and continue when an assigned employee was on leave.
Industry: Fintech / payment solutions
What ECS implemented
Issue classification
Issue type controls which categories are displayed, helping users classify requests consistently.
Rule-based assignment
Issue type and category determine the configured department or specialist for initial assignment.
Cross-team processing
Teams route the same ticket between Operations, Risk, Settlement and Technology without losing the original context.
Leave Buddy continuity
New tickets can be redirected to a designated replacement during a configured leave period.
Resolution and closure control
The assigned team marks the issue resolved. Operations then reviews it and either closes or reopens the ticket.
Management and escalation visibility
An operational reporting framework supports ticket status, workload, reassignment, escalation and cross-functional activity.
What the workflow enables
Accountable handovers
Assignment rules make ownership explicit while the same ticket carries the business context.
Continuity during leave
A designated buddy can receive new work when the normal owner is absent.
Business-controlled completion
Resolution remains distinct from closure; Operations retains the acceptance decision.
These are workflow capabilities described in the supplied case study. Resolution-time, SLA and ROI improvements have not been quantified.
Planning a similar TargetCRM implementation
This case study describes a customer-specific TargetCRM implementation delivered by Excellence Consultancy Services. Capabilities, integrations and delivery scope for each new implementation are agreed separately.
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