Project Name
Real-Time UPI Visibility on Salesforce FSC Cuts Dispute Resolution Time by 60%
A mid-to-large private-sector bank in India, running a pan-India retail and SME footprint, already used Salesforce Financial Services Cloud for relationship banking, wealth management, and service case handling. But UPI transaction, dispute, and mandate data lived only in the bank’s switch and core banking layer, invisible to the CRM entirely. When a payment failed or a dispute came in, relationship managers and contact-center agents had to tab out to two or three legacy systems just to answer a basic question, while resolution clocks kept running against regulator-mandated deadlines. Ksolves built a tokenized, event-driven integration layer that surfaces UPI activity inside Financial Services Cloud without adding a single new connection to the regulated payment network. Dispute resolution time for complex categories dropped by 60%, and merchant onboarding for UPI QR acceptance came down from 7-10 days to under 24 hours.
- Fragmented UPI Visibility: UPI transaction and VPA data lived only in the switch and core banking layer, forcing relationship managers and contact-center agents to tab out to two or three legacy systems just to check a customer's payment status.
- Slow Dispute Resolution: UPI disputes were logged manually through call-center scripts and routed by email to payments operations, pushing average resolution for complex dispute categories to 5-7 days against far tighter regulator-mandated turnaround windows.
- Manual Merchant Onboarding: SME merchant onboarding for UPI QR acceptance relied on manual document collection and a separate merchant-acquiring portal disconnected from the bank's Salesforce-based SME servicing journey, stretching onboarding to 7-10 business days.
- No Proactive Risk Detection: There was no automated way to detect a spike in failed UPI transactions for a customer, often an early signal of a linked-account issue or fraud pattern, and turn it into proactive outreach.
- Blind Spot on Mandate Health: UPI AutoPay mandates for SIPs, EMIs, and subscriptions were growing fast, but the CRM had no view of mandate status, leading to missed cross-sell conversations and avoidable EMI-bounce complaints.
- Spreadsheet-Driven Reconciliation: Matching UPI settlement reports against core banking ledgers for regulatory and network audit purposes was a largely manual, spreadsheet-based exercise.
Rather than connecting Salesforce directly into the country's central payment switch, a regulated, licensed layer that only certified banks and PSPs may touch, Ksolves placed the integration between the bank's existing, already-certified UPI switch and Salesforce. The governing principle: give CRM users real-time visibility and action without adding a single new point of contact with the regulated payment network.
- Unified Integration Layer and FSC Data Model: A MuleSoft Anypoint middleware layer subscribes to transaction and mandate events from the bank's already-certified UPI switch and exposes REST/OData APIs to purpose-built Financial Services Cloud objects, UPI Transaction, VPA, Mandate, Dispute Case, tokenizing payment identifiers in transit so agents get a single 360-degree view without a new switch-level connection.
- NPCI-Aligned Dispute Case Flows: Omni-Channel and Case flows categorize disputes by standard network dispute-reason codes and run Flow-driven SLA timers matched to regulatory turnaround rules, replacing manual call-center-to-email routing.
- Experience Cloud Merchant Onboarding Portal: A self-service journey on Experience Cloud with dynamic forms and document upload calls the merchant-acquiring and QR provisioning API directly, taking merchants from application to a live UPI QR without manual handoff.
- Failed-Transaction Alerting: Salesforce Change Data Capture, fed by the middleware layer, triggers flow-based proactive outreach the moment a customer's failed-transaction rate spikes, turning a lagging fraud or account-health signal into an early one.
- Mandate Health Tracking: A UPI Mandate object surfaces AutoPay status, active, paused, or revoked, on the Account 360 view, giving relationship managers a trigger point for retention conversations and early EMI-bounce outreach.
- Automated Settlement Reconciliation: Scheduled MuleSoft batch jobs match UPI settlement files against core banking ledger entries and surface exceptions as Salesforce cases for the payments-ops queue, replacing spreadsheet-driven matching.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Salesforce Financial Services Cloud |
| Integration | MuleSoft Anypoint Platform |
| Frontend | Salesforce Experience Cloud |
| Security | Salesforce Shield |
| Processing | Kafka-Based Event Streaming |
| Architecture | CRM Analytics |
- 60% Faster Complex Dispute Resolution: Automated case routing and SLA tracking brought complex dispute categories like duplicate transactions and delayed credits down from 5-7 days to under 48 hours, separate from the regulator-mandated same-day auto-reversal already in place for simple failed-transaction cases.
- Merchant Onboarding Down From 7-10 Days to Under 24 Hours: A self-service Experience Cloud journey took merchant onboarding for UPI QR acceptance from 7-10 business days down to under 24 hours from application to a live QR code.
- 35% Reduction in Call-Handling Time: A single 360-degree UPI view inside FSC cut average call-handling time for payment queries by roughly 35%, replacing the need to search 2-3 disconnected systems per query.
- 22% Fewer Escalations From Failed-Transaction Spikes: Event-driven alerting cut complaint escalations for affected customers by roughly 22%, where no proactive outreach mechanism existed before.
- 55% Less Manual Reconciliation Effort: Automated exception surfacing cut manual UPI settlement-to-ledger reconciliation effort by roughly 55%.
“Having real-time visibility into UPI activity inside our existing Salesforce environment lets our relationship managers resolve a payment query in one screen instead of three systems, and it has cut the time our dispute team spends chasing status updates.”
– Head of Digital Banking (Payments), Banking & Financial Services
UPI transaction, dispute, and mandate data used to live only in this bank’s switch and core banking layer, completely invisible to its Salesforce-based servicing teams. Ksolves built a tokenized, event-driven integration layer that surfaces UPI activity inside Financial Services Cloud without a new connection to the regulated payment network.
Dispute resolution time for complex categories dropped 60%, merchant onboarding came down from 7-10 days to under 24 hours, and manual reconciliation effort fell by roughly 55%. The design keeps NPCI-facing infrastructure completely untouched, which matters for a regulated bank evaluating any CRM-side payments initiative.
The same event-driven pattern extends naturally to other real-time payment rails, IMPS and RTGS servicing among them, as the bank’s digital-payments roadmap grows.
Curious What Real-Time UPI Visibility Could Look Like Inside Your Bank’s Salesforce Environment?
