ERPNext case study
Ratnaafin (NBFC) Enhances Support Efficiency with Frappe's Centralized Helpdesk
Client Overview
Ratnaafin Capital Private Limited (commonly known as Ratnaafin), established in November 2018, is an Ahmedabad-based, RBI-registered NBFC specializing in MSME financial services such as business loans, working capital, supply chain finance, and solar finance.
Ahmedabad,India.
800+Employees
48Branches
70+Departments
257Tickets Raised Per Day
1,550+Tickets processed
42Support agents
37SLA Configurations
38Assignment Rules Configured
Industry
NBFC
Apps implemented
ERPNext
Frappe HR
Framework
modules implemented
Manufacturing
Purchase
Sales
Quality Check
Accounts
Stock
Warehouse Management
What does the client want from us?
Ratnaafin (NBFC) was previously managing support tasks through Zing HR and informal channels such as WhatsApp groups and emails. This setup created inefficiencies, a lack of transparency, and limited escalation management.
Objectives of the New Ticketing System:
Create a robust, employee-centric internal helpdesk for efficient ticket handling.
Enable multi-level category selection for precise ticket classification and better reporting.
Allow pre-filled ticket templates tied to team, category, and sub-category combinations to ensure agents receive all required data upfront for faster resolution.
Provide SLA management, automated notifications, and structured agent assignment workflows.
Improve visibility into workload distribution across support teams and departments.
Automate escalation processes and reporting to ensure accountability and timely resolution.
Key Challenges Faced
Inefficient systems
Zing HR and WhatsApp lacked structured ticketing, SLA tracking, and escalation protocols.
Category limitations
Zing HR only supported single-level ticket categorization, restricting issue classification.
Limited oversight
No analytics or reporting to understand workload distribution across departments and support teams.
Manual routing & notifications
Tickets had to be assigned manually, with no systematic alerts or escalation logic.
Improving Support Efficiency Through Frappe Helpdesk
Solutions Implemented
Using Frappe Helpdesk, Ratnaafin's internal ticketing system was redesigned and customized with the following features:
Multi-Level Categorization
Tickets can now be classified by Team → Category → Sub-Category, allowing more granular tracking and analysis. This structure makes it easy to identify recurring issues and departmental load.
Agent Contact Visibility
Customers can directly see the assigned agent's mobile number, making resolution faster when direct communication is needed.
Dynamic Templates
For each Team–Category–Sub-Category combination, pre-filled templates capture the list of details required to resolve the ticket. For example, IT-related tickets prompt for device details, while procurement-related tickets capture vendor or PO information. This reduces back-and-forth clarification and speeds up resolution.
Custom Escalation Matrix
Escalation rules were built with configurable conditions (team, category, sub-category, priority). If multiple rules overlap, the system applies the highest priority condition. This ensures category-specific escalation—for example, the procurement category may allow 15 days, while Wi-Fi-related tickets are expected to close in under a day.
Automated SLA Breach Alerts
When tickets breach the resolution SLA, automatic emails are sent to escalation managers with detailed ticket information.
Auto-Fetch Employee Details
Employee information such as department, branch, mobile number, employee ID, and name is automatically fetched into tickets, ensuring context for agents.
Re-Open Closed Ticket
A custom Re-Open Ticket feature lets employees reopen closed tickets when needed. Each reopen resets the SLA timer, ensuring accurate tracking. Admins can also set limits on reopen attempts for flexibility and control.
Escalation Summary Notification
A periodic consolidated report of all unresolved escalated tickets is sent to the respective escalation managers, allowing leadership to take timely corrective actions.
Ratnaafin's journey with a centralized Frappe Helpdesk is a strong example of how NBFCs can embrace digital transformation. Alongside support automation, our expertise extends to building solutions like Loan Origination Software (LOS) for faster customer onboarding and Loan Management System (LMS) for seamless end-to-end lending operations.
Explore our NBFC SolutionsReports generated for accurate business insights
Department Helpdesk Summary
Provides a detailed analytical view of ticket counts. The report can be filtered by date, team, department, assigned agent, category, sub-category, priority, and escalation status.
Key metrics include: Total tickets raised, Ticket distribution by status (Open, In Progress, Resolved, Closed, etc.), Escalated vs. resolved escalated tickets, SLA breaches (response vs. resolution)
This Report helps managers to:
Compare ticket volumes across categories and sub-categories to identify recurring issues.
Monitor departmental dependency on specific teams (e.g., IT or Procurement) and allocate resources accordingly.
Use date-range filters to analyze seasonal or monthly variations in ticket volumes.
By combining filters with these metrics, managers gain actionable insights into support demand, team efficiency, and process bottlenecks, enabling data-driven decisions for resource allocation and service improvement.
Escalation Summary
Focused on escalated tickets, this report allows filtering by team, agent, category, or priority.
Key metrics include: Total escalated tickets per assignee, Pending vs. resolved escalations
This Report helps managers to:
Monitor which agents in a particular team are handling the highest volume of escalated tickets.
Track recurring escalation patterns by category or department to address root causes.
Compare escalation trends over daily, weekly, or monthly periods to measure SLA adherence.
Outcomes Achieved
The new Frappe Helpdesk system significantly improved Ratnaafin (NBFC)'s internal support processes:
Operational Efficiency
Replaced scattered systems (Zing HR, WhatsApp, emails) with a centralized helpdesk portal, streamlining ticket intake, approvals, and routing.
Streamlined Approvals
Approvals now managed within the helpdesk portal, removing reliance on email threads. Internal approvals use comments and conversations for external approvals.
Enhanced Categorization
Multi-level category structure provided finer taxonomy and clarity, enabling Ratnaafin to track issues more accurately than before.
Workload Visibility
Ratnaafin (NBFC) gained data-driven visibility into workload distribution. For ex., of 1,282 tickets raised, 924 were for Fintech and IT teams alone, highlighting areas of concentrated demand and guiding resource allocation.
Timely Escalations
Automated, category-wise escalation rules ensured issues were resolved within appropriate timelines.
Automated Assignment
Tickets are now auto-assigned to the right agents based on category/sub-category, reducing manual workload and speeding up response times.
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