Hero FinCorp trims loan approval time from 2 days to 30 minutes.

Manual processes slowed loan approvals, dealer payouts, and growth — especially during peak season.

For millions across India, a loan from Hero FinCorp isn’t just a financial product — it’s a first step toward a better future. Whether they’re helping a college graduate buy a motorbike to start a new job, supporting a small business owner, or removing barriers to homeownership, Hero FinCorp is focused on serving emerging and developing communities to enable the next generation.

“Two-wheelers are often the first mode of transportation that our customers will own,” said Saiprasad Potaraju, Head of Enterprise Applications. “It’s an emotional, important purchase for them.” With 81% of their customers new to credit, Hero FinCorp plays a vital role in helping first-time buyers access the financing they need to make life-changing purchases.

The company distributes an AA+ rated loan every 30 seconds and has already changed the lives of 11 million people. But as demand continued to grow, Hero FinCorp saw an opportunity to do even more — especially in their two-wheeler loan segment, which makes up 25% of their business.

At the time, two-wheeler loan processing was highly manual, complex, and error-prone, with an average turnaround time of two days. Each loan passed through two different teams, six workflows, and over 100 touchpoints from application to disbursal.

The process began with pre-sanctioning, where sales executives verified the applicant’s ID and cross-checked personal information across government databases, Salesforce apps, and third-party financial sources. Even a small mismatch — like a missing apartment number — could trigger a “Not In Good Order” (NIGO) error and halt the loan.

Next came post-sanctioning. If the applicant’s credit and financials checked out, e-signatures were collected, and every document was manually uploaded into Sales Cloud.  Then the operations team took over to disburse the loan, ensuring funds were sent to the correct bank and the dealer was paid.

This process was already complex, and during India’s festival season, the pressure on the team intensified. The number of new loan applications increases drastically from September to January, which is considered an auspicious time to make a major purchase. During Diwali alone, Hero FinCorp receives 75,000 two-wheeler loan requests each day, the same volume they’d normally see in a month. Even with the team working longer hours, application processing backlogs could stretch to 12 days.

Slow dealer payouts hurt business, too. Hero FinCorp relies on 4,000 two-wheeler dealerships to recommend their loans, but if payments are delayed, dealers might steer customers elsewhere.

Hero FinCorp knew if they could streamline loan processing, they could better support their team, serve more customers, and grow — even during their peak season.

Agentforce helps Hero FinCorp process two-wheeler loans in just 30 minutes.

Hero FinCorp is using Agentforce — the agentic layer of the Headless 360 platform — to automate two-wheeler loan processing from start to finish, helping first-time buyers get on the road faster than ever.

For example, imagine an excited customer who’s shopping for her first two-wheeler. She finds the perfect vehicle at a local dealership, but it’s just out of reach financially. The dealer recommends Hero FinCorp, a trusted lender for people new to credit — like her. 

The moment she uploads her loan application, Hero FinCorp’s operations workload automation agent takes over. Using Intelligent Document Processing powered by MuleSoft, Agentforce turns images of the loan application into editable text and populates an opportunity in Sales Cloud with key data. Agentforce then checks this new opportunity against existing sales records to flag any issues that could slow processing down, like a missing address.

The operations workload automation agent connects directly to Indian government databases through APIs in Experience Cloud to confirm the customer’s Indian Permanent Account Number (PAN) and national ID number – or Aadhaar number – which Hero FinCorp must legally verify. Then, it uses MuleSoft to tap into third-party financial systems for instant credit checks and bank approvals.

Once everything checks out, Agentforce automatically moves her application forward by triggering a coordinated series of flows that activate the final steps. E-signature requests are sent, documents are uploaded into Sales Cloud, and the loan is disbursed to the right bank — no manual handoffs needed. In just 30 minutes, the customer is riding home on her new two-wheeler.

During the processes, if the agent runs into something it can’t solve, it automatically opens a ticket in Hero FinCorp’s internal system, Summit, for a human to review.

Agentforce-powered loan processing is a game changer. What once took more than two days now takes less than 30 minutes — a 80% improvement in turnaround time — and doesn’t require seasonal hiring. 

“With Agentforce, we can meet business spikes, because it can do so much processing in seconds,” Potaraju said. “Our Salesforce apps were already robust and scalable, and now we can do even more.”

Hero FinCorp expects to see 75% fewer handoffs, 37% fewer form errors, and zero backlog — even during peak seasons. “Our operations team is the most excited,” said Potaraju. “They’re going to be more productive and able to help more customers achieve their dreams, with less stress.”

Hero FinCorp is building a smarter foundation for automation with Data 360 and connected customer data.

The next step in Hero FinCorp’s automation strategy is Data 360, which will be the foundation for all of their future Agentforce deployments. 

With Data 360, Hero FinCorp is uniting their Salesforce data with key external sources. That includes government ID validation, PAN verification through HyperVerge, and consolidated bank statement checks using Karza and account integrator, all connected via MuleSoft APIs. 

After a customer’s information is verified, MuleSoft ensures all loan documents — like down payment receipts and invoices — are sent via API and stored securely in Amazon S3. Behind the scenes, MuleSoft connects Agentforce to Hero FinCorp’s existing systems and workflows through API-driven integrations. 

These integrations are essential for validating document accuracy, detecting NIGO issues, and triggering actions throughout the loan process — not generating content. This structure allows Agentforce to streamline critical steps like document verification and approval handoffs, making the entire loan lifecycle faster and more efficient.

The success of Hero FinCorp’s first Agentforce deployment has sparked even bigger plans. Energized by the early results, they’re now using Agent Builder to build loan-processing agents for their personal, business, home, and car loan teams. They’re also creating a new sales assistant agent on Data 360 that will automate repetitive tasks for sales reps — like surfacing nearby dealerships for partnership outreach. 

Looking ahead, they also plan to add data from Heroku, which powers their customer self-service portal and mobile app. Hero FinCorp is excited about using Agentforce to interact directly with customers and upsell and cross-sell. For example, if someone qualifies for more than they originally requested, Agentforce could reply, “Your INR 8,000 loan is approved. Based on your excellent credit, you’re eligible for up to INR 25,000. Would you like to also discuss a personal loan?”

Hero FinCorp envisions AI agents that can fill out forms, deliver personalized sales coaching, and take over time-consuming tasks — freeing their people to focus on what really matters: serving customers and growing the business.

For Hero FinCorp, choosing Salesforce over other AI platforms came down to three factors: trust, speed, and simplicity. As a longtime Salesforce customer, the company had already built a solid foundation with Service Cloud and later expanded to a full multicloud setup. When it was time to automate their loan processing, Salesforce was the natural next step. “Salesforce offers everything in one place: all our Customer-360 data is in Salesforce. You have the Atlas Reasoning Engine. It was an easy choice for us to go with Agentforce rather than any other agentic platform,” said Potaraju.

To bring it all to life, Hero FinCorp teamed up with Salesforce Professional Services to identify the most time-consuming tasks and find ways to automate them using Agentforce. 

Because Agentforce is built right into the Headless 360 platform, Professional Services helped Hero FinCorp build and launch their first agent in just three weeks. “Agentforce is very agile, and merges into the customer flows that we already designed,” said Potaraju. “People don’t have to feel like they’re learning a new system, and we don’t need to put in extra effort into the user experience.” 

Security was another big reason Hero FinCorp chose Salesforce. The company handles sensitive customer and government data, so they needed a solution they could trust. With Agentforce powered by the Atlas Reasoning Engine and a Salesforce large language model, all decisions are grounded in accurate data, fully explainable, and stay within the Salesforce trust boundary. The Atlas Reasoning Engine also ensures every action is 75% more accurate. That level of control and transparency gave Hero FinCorp peace of mind — and a competitive edge no other provider could offer. 

Agentforce’s combination of speed, trust, and deep integration is helping Hero FinCorp move faster, serve smarter, and stay focused on what matters most — empowering more people to achieve their financial goals.