SMILE-MaaS
We run your lending back office. You stay in control.
SMILE-MaaS — Small & Medium Institutional Lending, Management as a Service. A managed-services model for Indian lenders. Kapiital runs onboarding, KYC, credit operations, loan administration, collections, reporting and compliance through trained specialists and our own technology stack (SquareNow + PaisaNow + THALA). Management control stays with the institution.
The industry challenge
Five problems most lenders run on simultaneously.
High operating costs, manpower shortages, process inconsistencies, compliance pressure and collection inefficiencies — every NBFC ops review surfaces at least three of these.
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High operating costs
Five vendors, an Excel sheet, and a 40-50 person ops team to run a 100 Cr book. Every new product or branch multiplies the cost line.
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Manpower shortages
Skilled lending operations staff are scarce in the cities and absent in the towns. Hiring is expensive; attrition is unforgiving.
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Process inconsistencies
Two branches running the same product process it three different ways. The audit team finds the difference, never the cause.
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Compliance pressure
RBI DLG, SRO under FACE, scale-based regulation, NBFC-MFI obligations. The bar moves every quarter. Most lenders are perpetually catching up.
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Collection inefficiencies
Bucket-1 leakage drives most of the NPA story. Manual follow-ups do not scale; outsourced shops do not care.
Introducing SMILE-MaaS
Management control stays with the institution.
We manage the complete lending back office through technology and trained specialists. You set the credit policy, the product framework, the reporting standards. We run the operation against them.
The same teams that built SquareNow and PaisaNow run SMILE-MaaS. The same THALA voice engine that customers buy as a product is the bot stack we point at your collections pipeline. The operations are software-led, not paper-led.
The value proposition
Five outcomes, measurable from quarter one.
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Scale faster
Add a new product, a new state, a new sponsor relationship without hiring 40 people first.
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Reduce operating costs
30 to 50 per cent lower operating effort vs running everything in-house on stitched-together vendors.
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Improve productivity
Officers run a 2-3x bigger book without losing service quality. Branch managers move from babysitting to coaching.
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Strengthen governance
One audit trail, one compliance posture, one set of reports. RBI inspections stop being a quarterly fire-drill.
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Accelerate growth
Distribution scales with the agent network; collections scale with THALA; underwriting scales with the AI agents. Growth is no longer hiring-bound.
Scope of services
The lending front office, end to end.
Seven specialist tracks. Each runs on SquareNow with auditable SLAs at every step.
- 01
Customer onboarding
Lead capture, qualification, KYC, document collection, completeness checks, on-boarding hand-off. SLA-bound at each step.
- 02
KYC operations
Bureau, GST, MCA, PAN cross-checks. Fraud heuristics. Borrower communication until the file is complete.
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LOS processing
Loan origination workflow run on SquareNow. Configurable per product. Auditable per file.
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Credit appraisal support
Underwriting checklist, policy match, exception escalation. Your credit committee sees only the cases that need credit judgment.
- 05
Documentation
Sanction letter, loan agreement, e-sign, e-stamp, post-disbursement document tracking. Tamper-evident audit log.
- 06
Disbursement support
Payment orchestration with your bank, reconciliation, ledger posting, borrower confirmation. Disbursement-to-confirmation in seconds.
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Customer service
WhatsApp, voice and email helpdesk. Multilingual. Grievance redressal per RBI fair-practice code.
Collections and recovery
Bucket-1 to bucket-3, all on one stack.
Most lender NPA stories are bucket-1 leakage stories. SMILE-MaaS closes that loop with the THALA voice and chat engine plus a trained collections team for the cases that need a human.
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Collections operations
Bucket 1 to bucket 3, voice / WhatsApp / SMS / field. Daily reconciliation. NPA monitoring.
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Digital collection bots (THALA)
Multilingual voice and chat agents handle bucket-1 follow-ups. 60-70 per cent close without a human call. Human collectors focus on bucket 2-3.
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Field recovery support
Field officers for bucket-3 cases. Geo-tagged check-ins, route discipline, recovery documentation. Tracked via KYEHR.
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NPA monitoring
Early-warning signals, delinquency prediction, watchlist management. Surface accounts before they slip a bucket.
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Portfolio reporting
Bucket-wise, branch-wise, officer-wise. RBI reporting in the required format. Internal audit pack on demand.
Technology backbone
The Kapiital Lending Suite, behind the operation.
The same suite that customers buy as standalone software is the platform behind every SMILE-MaaS engagement.
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LOS
Loan origination system from SquareNow. Configurable workflows, policy rule engine, audit trail.
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LMS
Loan management system covering servicing, repayments, accruals, top-ups, restructuring.
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CRM
Customer relationship management with full lifecycle view. Lead-to-loan-to-renewal in one place.
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DMS
Document management with versioning, e-sign, e-stamp, secure storage.
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AI analytics
Delinquency prediction, collection prioritisation, fraud detection, early-warning systems.
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Dashboards
Executive dashboard suite for the CEO, CRO and CFO. Branch / product / officer cuts.
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Mobile apps
PaisaNow for field officers and agents. Offline-capable. Multilingual.
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Workflow automation
Configurable workflow engine. Approval matrices, SLA tracking, exception routing.
AI-powered operations
Five models in production, integrated into the workflow.
These are operating tools, not science projects. Each one is wired into a specific decision in the SMILE-MaaS workflow.
- 01
Delinquency prediction
Repayment behaviour + external signals + life-event triggers fed into a per-borrower risk score. Updated daily.
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Collection prioritisation
Daily list of accounts to contact, ranked by recovery probability and ticket size. Voice bot calls the top of the queue.
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Fraud detection
Pattern matching on application data, document forensics, network analysis on connected applications.
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Early warning systems
Watchlist for bucket-slippage. Surface accounts a fortnight before they enter the next bucket.
- 05
Productivity analytics
Officer-level metrics: calls, meetings, applications, conversions, recoveries. Outliers up and down surfaced automatically.
Business impact
What our customers measure.
30-50%
lower operating effort vs an in-house ops team running on stitched-together vendors
4-6 wks
standard go-live for the SquareNow stack underpinning the operation
60-80%
standard underwriting cases cleared without a human underwriter touching them
<200ms
median decisioning latency across the lending workflow
30 to 50 per cent lower operating effort, faster processing, improved collections, lower NPAs and enhanced customer experience. The headline numbers vary by lender shape; the direction does not.
Why SMILE-MaaS
Technology + people + process + governance.
Equal-weight on all four — that is the difference between a tools sale and a managed operation.
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Technology
The SquareNow / PaisaNow stack and the THALA voice engine — built for Indian lending, not retrofitted from a global platform.
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People
Trained operations specialists. Most of them have spent time inside NBFCs, MFIs or co-operatives before joining.
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Process
Pre-built workflows for the standard cases. Configurable for the institution-specific cases. Audit trail across both.
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Governance
Control stays with you. We operate under your credit policy, your product framework, your reporting standards. Every decision is logged.
Measurable business outcomes. Digitize. Scale. Grow.
See if SMILE-MaaS fits your operation.
Tell us your AUM, your branch count, and which tracks you would hand to us first. 20-minute scoping call, no slides.