Salesforce & Hero FinCorp cut loan processing time

Salesforce has agreed to collaborate with Hero FinCorp to automate parts of the lender's loan processing operations. The changes have cut turnaround time for two-wheeler loans by 72%.

The Indian non-banking financial company has introduced a suite of Salesforce products across the pre-sanctioning and post-sanctioning stages of lending. The system covers document extraction, application validation, PAN and Aadhaar verification, credit and bank checks, e-signature initiation, document processing, and loan disbursal.

Hero FinCorp said 92% of applications now move through Agentforce-enabled workflows. It added that 77% of Not In Good Order cases are now prevented at the sales stage, reducing rework and delays for customers and dealers.

The setup now supports 6,461 dealers across India. Part of the aim is to speed access to credit for first-time buyers in a market where dealer relationships remain central to loan distribution.

Workflow changes

Hero FinCorp is using Agentforce, Data 360, MuleSoft, Agentforce Sales, and Agentforce Service in the new arrangement. Data 360 integrates Salesforce with external data sources, while MuleSoft connects government verification systems, financial institutions, and document repositories via application programming interfaces.

This gives Hero FinCorp a single process across several points in the lending journey, rather than handling checks and paperwork in separate systems. In consumer finance, those hand-offs often create delays, especially when document errors send applications back to dealers or sales teams for correction.

Hero FinCorp has a broad footprint in India's lending market, with financing products spanning the retail, small-business, and corporate segments. Its offerings include two-wheeler, car, home, and personal loans, as well as business, SME, and corporate finance.

It serves more than 13 million customers and has a network of more than 4,200 touchpoints across more than 2,000 cities, towns, and villages. Its reach extends across more than 18,600 PIN codes.

Management comments

Abhimanyu Munjal outlined Hero FinCorp's position on the project.

"At Hero FinCorp, we are leveraging AI, data and digital innovation to transform the way customers access credit. As we continue to scale our business and expand financial inclusion across India, enhancing speed, efficiency and customer experience through technology remains a strategic priority. Our collaboration with Salesforce supports this vision by helping streamline key stages of the lending lifecycle and significantly reduce turnaround times. This is an important step in our journey to build a more agile, data-driven and customer-centric lending platform that can serve customers and dealer partners at scale, while strengthening the foundation for sustained and responsible growth," said Abhimanyu Munjal, Managing Director & CEO, Hero FinCorp.

The partnership also builds on Hero FinCorp's existing use of Salesforce software and services. The lender built and launched its first agent in three weeks and is now evaluating similar tools for business loans, loans against property, and car loans, as well as a sales assistant for repetitive tasks.

For Salesforce, the deal is another example of how financial institutions are applying automation to core lending processes rather than limiting it to customer service chat tools or internal support functions. Loan origination has become a common target because it combines identity checks, document review, credit assessment, and coordination between field staff, dealers, and back-office teams.

Mankiran Chowhan, who leads Salesforce in India, said the financial sector is seeking faster, smoother customer journeys as expectations evolve. He added that Hero FinCorp's use of automation and data shows how lenders are reworking core operations while trying to maintain service standards.

"As customer expectations continue to evolve and financial institutions look for new ways to deliver faster, more seamless experiences, AI is becoming a strategic enabler for the future of financial services. Hero FinCorp is at the forefront of this transformation, leveraging Agentforce, data, and automation to reimagine loan processing and unlock new levels of efficiency, scalability, and customer service. Their approach shows how organizations can apply trusted AI to modernize core business operations while staying focused on what matters most - serving customers better. We are proud to partner with Hero FinCorp as they continue to drive innovation and expand financial access across India," said Chowhan.