Across most large banking teams especially in credit ops, verifications, collections, and field service—there’s a persistent, messy problem. And no, it’s not legacy tech or outdated interfaces.
It’s the unseen backend workflows where external vendors carry out tasks that never show up in dashboards, Slack threads, or Jira tickets.
These vendors—spread across cities and time zones—are essential. But when their work runs without structure or visibility, things quietly fall apart.
“ 87% of fast-growing companies face barriers from fragmented systems and manual coordination Read the Jitterbit study “
Take something as simple as assigning a site visit.
Instead of checking a dashboard, teams are making calls, sending messages, chasing approvals. Every small task turns into a mini coordination mission.
One ops lead summed it up perfectly:
“We aren’t slow. We just don’t know who’s doing what until we start digging.”
What breaks down? Time gets wasted—not on work, but trying to figure out how to assign it in the first place.
And as volumes scale, this leads to overbooked agents, missed site visits, and unnecessary escalations.
Let’s say an agent completes a task and uploads their report. What happens next?
Without upload logs, notifications, or a central document trail, these everyday tasks become... invisible.
And when teams can’t track what’s been submitted, they start requesting things twice—or worse, making decisions without all the facts. That’s how rejected loans, delayed disbursements, and compliance issues sneak in.
Agents can wait for payments. What frustrates them is confusion:
When there’s no record or logic behind payouts, every settlement turns into a back-and-forth. And trust erodes fast.
Over time, this directly impacts vendor motivation, task acceptance rates, and overall service quality.
When field operations rely on WhatsApp groups and spreadsheets, things may look like they’re working. But:
And vendors? They start opting out or underperforming. Because there’s no clarity, no accountability—and no incentive to stick around.
Because these workflows aren’t shiny. Most energy goes into consumer apps or digital onboarding—not into how a vendor uploads a KYC file from a rural branch.
But here’s the thing:
A missed push notification? Annoying.
A broken field process? That can delay disbursements, breach compliance, or cost millions.
In a large-scale financial services operation, a vendor was responsible for verifying and processing loan applications, including background checks, asset verification, and document uploads. However, due to the lack of a structured system to track these tasks, some verification reports were never submitted, and several key documents were missing.
This oversight resulted in:
Why? Because no one tracked how the vendor was executing these tasks, and no automated system ensured that the reports were uploaded on time or were correctly verified. As a result, multiple loans were approved without the necessary documentation, leading to regulatory scrutiny and significant financial penalties.
This isn’t about adding more tools. It’s about creating a backbone:
✅ Know who’s allowed to pick up what kind of task
✅ Track task status with clear checkpoints
✅ Ensure reports are uploaded and reviewed without follow-ups
✅ Automate payouts based on task logic, not memory
✅ Keep records that answer questions before they’re even asked
None of this should slow people down. If anything, it gives teams room to work without second-guessing every step.
One large NBFC rolled out Fieldmaster.ai across 300 branches. With 2,000+ field agents and legal vendors onboarded:
Result? Fewer delays, happier vendors, and ops teams that didn’t need to chase anything manually.
In early stages, coordination through WhatsApp and spreadsheets works. It’s quick but fragile.
As operations scale, those ad-hoc systems fall apart. Mistakes slip through, teams stay in firefighting mode, and no one has a clear answer when something goes wrong.
A well-designed backend system doesn’t need bells and whistles. Just clarity, accountability, and visibility.
Because when your field workflows actually flow everything else falls into place.