Zoho implementation for Banking, NBFC and Lending
Zoho for NBFCs, microfinance and lenders: lead management, loan applications, approvals, collections and customer support.
Business process workflow
How banking, nbfc and lending work flows in Zoho
Manage loan leads, applications, credit approvals, disbursement tracking and collections with an audit trail.
Common problems we fix
- Applications move by email and sheets
- Collection follow-ups are inconsistent
- Approval history is hard to audit
The process, step by step
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Zoho Flow
Zoho Sign
Zoho Campaigns
Zoho AnalyticsEntity diagram: the data behind banking, nbfc and lending in Zoho
Each box is a record type, coloured by the Zoho app that holds it, with its key fields. Lines show how records connect, so a customer, an order and an invoice stay linked instead of being retyped. We refine this model with you during discovery.
- Zoho CRM
- Zoho Creator
- Zoho Books
Read the relationships as text
- Customer submits Loan Application (1:N)
- Loan Application assessed in Credit Review (1:N)
- Loan Application becomes Loan Account (1:1)
- Loan Account schedules Repayment (1:N)
- Repayment triggers Collection Task (1:N)
Department by department
How every department of a banking, nbfc and lending business works in Zoho
A lender takes an application through sourcing, credit, disbursement, collections and servicing, under close regulatory watch. In Zoho, sales, credit, operations, collections, customer service, finance, compliance and HR work on one borrower and one loan record, with every decision and document kept for audit.
How the departments hand work to each other
Each arrow is a handover. Because every team works on the same Zoho records, the next department picks up the work without re-entering it.
- 1Sales and Sourcing to Credit and Underwriting: Logged-in application with KYC and income documents
- 2Credit and Underwriting to Loan Operations: Signed sanction with conditions to satisfy before disbursement
- 3Credit and Underwriting to Sales and Sourcing: Rejections and queries for the sales officer
- 4Loan Operations to Finance and Treasury: Disbursement entries and loan book additions
- 5Loan Operations to Collections and Recovery: New loans with EMI dates and mandate status
- 6Collections and Recovery to Finance and Treasury: Receipts and settlements to post
- 7Collections and Recovery to Risk and Compliance: Complaints about collection conduct
- 8Customer Service to Loan Operations: Closure requests for document release
- 9Customer Service to Risk and Compliance: Grievance summary for reporting
- 10Finance and Treasury to Management and Reporting: Monthly loan book, income and provisioning summary
- 11Finance and Treasury to Risk and Compliance: Figures for regulatory returns
- 12Risk and Compliance to Management and Reporting: Risk and compliance summary for the board
- 13HR and Payroll to Finance and Treasury: Payroll and incentive summary
- 14Management and Reporting to Credit and Underwriting: Policy changes from portfolio review
- 15Management and Reporting to Sales and Sourcing: Product and branch growth targets
Each department in detail
Open a department to see its workflow, its own entity diagram, who does the work, what needs approval, the reports it watches and what it hands over.
Sales and SourcingBrings in loan applications from branches, DSAs, partners and digital channels with complete first-level data.
Workflow
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Capture leads
Leads from the website, branches, DSAs and partner referrals land in CRM with product, amount and source code.
- 2
Check eligibility
A quick eligibility check uses income, obligations and product rules to give an indicative amount.
- 3
Collect application and KYC
The applicant fills the application and uploads KYC and income documents through a secure form.
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Log in the file
A complete file is logged in for credit with a login checklist, and incomplete files go back to the sales officer.
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Track DSA payouts
Disbursed cases are tagged to the DSA or partner so their payout can be worked out.
Zoho SalesIQ
Zoho WorkDriveEntity diagram: Sales and Sourcing
The records this team creates and updates, their key fields, and how they link.
- Zoho CRM
- Zoho Creator
- Zoho WorkDrive
Read the relationships as text
- Lead converts to Application (1:1)
- Application carries KYC Document (1:N)
- DSA Partner sources Lead (1:N)
Who does the work
- Sales officer
- Branch sales manager
- DSA manager
Approvals and controls
- Files are logged in only when the login checklist is complete
- New DSAs are empanelled after a background check and signed agreement
Reports they watch
- Leads to login to sanction by source
- Logins by branch and product
- DSA-wise disbursals
Hands over to
- Credit and Underwriting: Logged-in application with KYC and income documents
Credit and UnderwritingAssesses each application against credit policy and decides to approve, reject or modify it.
Workflow
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Run bureau and checks
Bureau report, bank statement analysis and dedupe against existing borrowers are pulled into the credit file.
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Field and personal discussion
Residence and business verification and the personal discussion are recorded with photos and location.
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Assess and write the note
The underwriter works out FOIR, LTV and repayment capacity and writes a credit appraisal note.
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Decide by delegation
The file goes to the approver whose sanction limit covers the amount, with deviations listed.
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Issue sanction
The sanction letter with amount, rate, tenure and conditions is generated and signed by the borrower.
Entity diagram: Credit and Underwriting
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Credit File needs Verification (1:N)
- Credit File assessed in Appraisal Note (1:1)
- Appraisal Note leads to Sanction (1:1)
Who does the work
- Credit analyst
- Underwriter
- Credit manager
Approvals and controls
- Sanctions follow the delegation matrix by amount and product
- Any policy deviation needs the next level approver and a written reason
Reports they watch
- Turnaround time from login to decision
- Approval and rejection rate by reason
- Deviation register
Hands over to
- Loan Operations: Signed sanction with conditions to satisfy before disbursement
- Sales and Sourcing: Rejections and queries for the sales officer
Loan OperationsCompletes documentation, creates the loan account and disburses funds correctly.
Workflow
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Check pre-disbursement conditions
Legal and technical reports, insurance and other sanction conditions are ticked off on a checklist.
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Execute documents
Loan agreement, repayment mandate and security documents are signed and stored.
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Create loan account
The loan is booked with repayment schedule, EMI date and mandate details.
- 4
Disburse
Disbursement is released to the borrower or seller account after maker-checker approval.
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Store originals
Original documents are logged with vault location for retrieval at closure.
Entity diagram: Loan Operations
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Loan Account has Repayment Schedule (1:N)
- Loan Account paid out by Disbursement (1:N)
- Loan Account secured by Document Vault (1:N)
Who does the work
- Operations executive
- Disbursement checker
- Operations manager
Approvals and controls
- Every disbursement needs maker and checker approval
- Disbursal without an active repayment mandate needs the operations manager
Reports they watch
- Sanctioned but not disbursed
- Pending documents by loan
- Disbursements by day and product
Hands over to
- Finance and Treasury: Disbursement entries and loan book additions
- Collections and Recovery: New loans with EMI dates and mandate status
Collections and RecoveryCollects EMIs on time and works overdue accounts by bucket with fair practice.
Workflow
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Present EMIs
EMIs are presented through mandates on due date and bounces are captured the same day.
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Remind early
Borrowers get reminders before due date and soft calls after a bounce.
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Allocate by bucket
Overdue accounts are bucketed by days past due and allocated to tele-callers or field agents.
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Record visits and promises
Field agents log visits, promises to pay and receipts on mobile with location.
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Settle or restructure
Settlement and restructuring proposals are routed for approval with recovery numbers.
Entity diagram: Collections and Recovery
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Overdue Case worked by Contact Log (1:N)
- Overdue Case collects Field Receipt (1:N)
- Overdue Case may end in Settlement (1:1)
Who does the work
- Tele-caller
- Field collection agent
- Collections manager
Approvals and controls
- Settlements and waivers follow a delegation matrix
- Field agents may not collect cash beyond the set limit per visit
Reports they watch
- Collection efficiency by bucket
- Roll rates between DPD buckets
- Promises to pay kept
Hands over to
- Finance and Treasury: Receipts and settlements to post
- Risk and Compliance: Complaints about collection conduct
Customer ServiceHandles borrower requests such as statements, foreclosure and complaints within regulatory timelines.
Workflow
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Log requests
Requests from branches, email, phone and the portal become Desk tickets tied to the loan.
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Serve standard requests
Statements, interest certificates and EMI date changes are issued from templates.
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Process foreclosure and closure
Foreclosure quotes are generated, payment confirmed, and NOC and original documents released.
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Handle grievances
Complaints are classified, resolved within the grievance timeline and escalated if needed.
Zoho DeskEntity diagram: Customer Service
The records this team creates and updates, their key fields, and how they link.
- Zoho Desk
- Zoho Creator
Read the relationships as text
- Service Request may lead to Closure (1:1)
- Service Request escalates to Grievance (1:1)
Who does the work
- Service executive
- Grievance officer
Approvals and controls
- Foreclosure charge waivers need the operations manager
- Original documents are released only after closure is confirmed in the books
Reports they watch
- Requests by type and age
- Grievances against timeline
- Closures pending document return
Hands over to
- Loan Operations: Closure requests for document release
- Risk and Compliance: Grievance summary for reporting
Finance and TreasuryKeeps the loan book, income, borrowings and provisioning accurate.
Workflow
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Post loan transactions
Disbursements, EMI receipts, charges and settlements post to the ledger from loan operations.
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Accrue interest
Interest income is accrued monthly by loan, with income on stressed accounts treated per policy.
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Manage borrowings
Bank lines, NCDs and other borrowings are tracked with repayment dates and covenants.
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Provision and close
Asset classification and provisioning are worked out by bucket and the month is closed.
Entity diagram: Finance and Treasury
The records this team creates and updates, their key fields, and how they link.
- Zoho Books
- Zoho Creator
Read the relationships as text
- Ledger Entry summarised in Provision (N:N)
- Borrowing posts Ledger Entry (1:N)
Who does the work
- Accountant
- Treasury manager
- CFO
Approvals and controls
- Fund transfers to borrowers and lenders need dual authorisation
- Write-offs need board or committee approval as per policy
Reports they watch
- Loan book by product and bucket
- Asset liability maturity profile
- Net interest margin trend
Hands over to
- Management and Reporting: Monthly loan book, income and provisioning summary
- Risk and Compliance: Figures for regulatory returns
Risk and ComplianceKeeps the lender within regulatory rules on KYC, fair practice, reporting and audit.
Workflow
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Monitor KYC and AML
Periodic KYC updates and suspicious transaction checks are tracked per borrower.
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File regulatory returns
Returns and bureau submissions are prepared from the books and loan data on a calendar.
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Run internal audits
Branch and process audits use checklists, and findings are tracked to closure.
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Track policy changes
Regulatory circulars are logged with the policy change and owner.
Entity diagram: Risk and Compliance
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Circular creates Compliance Task (1:N)
- Audit Finding tracked as Compliance Task (1:1)
Who does the work
- Compliance officer
- Internal auditor
- Chief risk officer
Approvals and controls
- Product and policy changes are reviewed by compliance before launch
Reports they watch
- Compliance calendar status
- Open audit findings by severity
- KYC updates due
Hands over to
- Management and Reporting: Risk and compliance summary for the board
HR and PayrollHires, trains, certifies and pays branch, credit and collection staff.
Workflow
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Hire for branches
Sales, credit and collection roles are hired through Recruit with background checks.
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Train and certify
Product, KYC, fair practice and collection conduct training are completed and recorded.
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Pay salary and incentives
Salary and sales or collection incentives are paid through Zoho Payroll where it is available, or your local payroll provider.
Zoho Recruit
Zoho Learn
Zoho People
Zoho PayrollEntity diagram: HR and Payroll
The records this team creates and updates, their key fields, and how they link.
- Zoho People
- Zoho Learn
- Zoho Creator
- Zoho Payroll
Read the relationships as text
- Employee holds Certification (1:N)
- Employee earns Incentive (1:N)
- Employee paid by Payslip (1:N)
Who does the work
- HR business partner
- Payroll executive
Approvals and controls
- Collection agents are allowed in the field only with valid conduct training
Reports they watch
- Headcount and attrition by branch
- Certifications due
- Incentive cost by product
Hands over to
- Finance and Treasury: Payroll and incentive summary
Management and ReportingGives leadership and the board one view of growth, asset quality, profitability and compliance.
Workflow
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Combine data
Sourcing, credit, loan, collections and finance data flow into Zoho Analytics daily.
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Track the loan book
Disbursals, AUM, yields and portfolio mix are shown by branch and product.
- 3
Watch asset quality
Bucket movement, early default and vintage curves highlight risk early.
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Prepare board packs
Monthly and quarterly packs bring growth, risk and compliance together.
Entity diagram: Management and Reporting
The records this team creates and updates, their key fields, and how they link.
- Zoho Analytics
- Zoho WorkDrive
Read the relationships as text
- Portfolio View included in Board Pack (N:N)
- Vintage Curve included in Board Pack (N:N)
Who does the work
- CEO
- CFO
- Chief risk officer
Approvals and controls
- Board packs are reviewed by the CFO and chief risk officer before circulation
Reports they watch
- AUM and disbursal trend by product
- Asset quality by bucket and vintage
- Cost to income and return on assets
Hands over to
- Credit and Underwriting: Policy changes from portfolio review
- Sales and Sourcing: Product and branch growth targets
What to expect when you start
A typical plan for a focused project of one to three apps. Larger scope or messy data takes longer; we confirm the timeline after discovery.
Week 1 to 2
Map and agree
We walk through your banking, nbfc and lending process from "Lead and field sourcing" to "Portfolio reports", list the records and fields you really need, and agree the scope.
Week 3 to 4
Build the core
We configure Zoho CRM and Zoho Creator with your stages, roles, approvals and templates.
Week 5 to 6
Connect and migrate
We clean and import your data, connect email, payments or other tools, and build the reports you will use every week.
Week 7 to 8
Test and go live
Your team tests with real cases, we train each role, and we cut over with a checklist.
Mistakes to avoid
- Copying the old spreadsheet column for column. Keep only the fields that help someone decide or act.
- Leaving out exceptions such as returns, changes and cancellations. Model them early so the team does not work around the system.
- No owner per stage. Name one person for "Lead and field sourcing" and one for "Portfolio reports".
- Going live without checking reports against numbers you already trust.
A good first win
Start with the problem that hurts most: Applications move by email and sheets. Fixing one visible problem in the first month builds trust and adoption for everything after it.
What you can measure
- Application turnaround
- Collection efficiency
- Portfolio at risk
Questions about Zoho for banking, nbfc and lending
Which Zoho apps suit banking, nbfc and lending businesses?
A typical banking, nbfc and lending setup uses Zoho CRM, Zoho Creator, Zoho Forms, Zoho Flow, Zoho Sign, Zoho Books, Zoho Campaigns, Zoho Analytics. We confirm the exact apps after mapping your own process in a discovery call.
How does the business process flow in Zoho for banking, nbfc and lending?
1. Lead and field sourcing; 2. Loan application; 3. Credit approval; 4. Agreement and disbursement; 5. Collections; 6. Portfolio reports.
Which departments does a Zoho setup for banking, nbfc and lending cover?
A full setup covers Sales and Sourcing, Credit and Underwriting, Loan Operations, Collections and Recovery, Customer Service, Finance and Treasury, Risk and Compliance, HR and Payroll, Management and Reporting. Each department works in its own Zoho screens, but they share the same customer, order and finance records, so work moves from one team to the next without being retyped.
Zoho apps we set up for banking, nbfc and lending
Zoho CRM
Zoho Creator
Zoho Books
Not sure which apps fit your business? Book a free 30-minute call or see all Zoho products we implement
Zoho services for banking, nbfc and lending
All Zoho services →- Zoho workflow automationBlueprints, approvals and Deluge scripts that remove manual steps
- Zoho implementationZoho CRM live within 2 weeks, fixed price agreed in writing
- Zoho support100-hour support packs, first reply within 1 hour
- Zoho consultingChoose the right apps and plan before you build
- Data migration to ZohoMove from Salesforce, HubSpot, Tally, QuickBooks or spreadsheets
- Zoho integration servicesConnect Zoho to payments, ads, telephony, e-commerce and more
More industries we build Zoho workflows for
Zoho adapts to almost any business that has leads, orders, projects, people and money to track. A few examples are below; the industries page lists all 179 with a typical process flow and the Zoho apps behind each.
- Construction and ContractingControl tenders, project costs, subcontractors, site materials and progress billing from one system.
- Wholesale and DistributionRun orders, stock across warehouses, credit limits and collections for dealers and retailers.
- Food and BeverageTrack outlet and central kitchen stock, recipes, suppliers and daily sales with branch-wise accounts.
- Fitness and WellnessConvert enquiries into members, manage bookings and recurring fees, and keep members engaged.
- Staffing and RecruitmentManage client job orders, candidate pipelines, placements and invoicing in one flow.
- Travel and TourismTurn enquiries into itineraries, bookings and payments with supplier and customer tracking.
- Telecom and ISPsRun activation, installation, support and recurring billing for subscribers and enterprise accounts.
- Media and AdvertisingManage clients, briefs, campaign projects, approvals and retainer billing for agencies and media firms.
- Import and Export TradingHandle enquiries, proforma invoices, shipments, documentation and multi-currency accounting.