Mahindra Finance empowers 25,000+ employees with Leena AI's innovative HR service delivery
A workforce spread across 1,386 offices waited on HR for policies, payslips and announcements.
MyPal brought all three to every phone, and 70% of digital workflows now run through it.
Mahindra Finance is one of India's leading non-banking finance companies, focused on rural and semi-urban India. Its 25,000+ employees work from 1,386 offices and reach customers across 3,80,000 villages and 7,000 towns — a mix of on-field and in-office staff.
Two bottlenecks held HR back: HR initiatives were slow to land, and there was no way to distribute policy changes in real time. For people in the field, getting information on the ground was a daily struggle.
- HR initiatives lagged, and policy changes could not reach a spread-out workforce in real time.
- Speed, agility and multichannel access were the tests every partner had to pass.
- A weekly notification habit, SMS to new joiners and induction training took adoption to 70%.
- MyPal saved employees and HR more than 9,000 hours in three months.
Where HR was falling behind
Mahindra Finance is a name that symbolises trust and innovation. With workplace dynamics changing, it wanted to move HR service delivery to a modern, scalable solution — so the company could stay the segment leader in workplace empowerment and be a truly great place to work.
Mahindra Finance has a tradition of balancing speed, agility and quality, and wanted HR service delivery to match. It needed a virtual assistant that gave instant access to announcements, cleared doubts in a few clicks and put HR documents within reach — wherever the employee was.
The solution also had to appeal to the whole generational spectrum of the workforce.
Those requirements targeted two bottlenecks in the existing HR workflow: lag in implementing HR initiatives, and no way to distribute policy changes in real time.
It has been our constant endeavor and priority to enhance employee experience for our large & diverse workforce. Our goal is to provide an experience that reduces redundancies, improves productivity, and increases job satisfaction. With MyPal, we are poised to achieve these targets, keeping our core values and identity intact. Post implementation, HR processes, and query resolutions have become seamless at the click of a button. The 70% adoption of digital workflows has saved our HR teams over 9000 hours in a quarter.
Atul JoshiChief – Human Resources & Admin, Mahindra Finance| Objective | Result |
|---|---|
| Streamline HR service delivery for 25,000+ employees | Simplified HR interaction and service delivery with a multichannel assistant for in-office and on-field employees |
| Communicate policy changes in real time | New HR policies launched and employees notified in real time |
| Support on-field employees with an assistant on their phones, 24×7 | Fetching payslips and Form 16 became a one-touch affair |
| Build a culture of using a virtual assistant for FAQs | Up to 70% chatbot adoption |
What the team tested partners on
Speed and agility were the yardsticks. The team wanted real-time service without compromising the organisation's core values, and it had to be multichannel — easy to use on whichever device an employee preferred.
Leena AI's HR service delivery suite met each requirement, and the rollout was planned in phases.
What Mahindra Finance built
Phase 1 made MyPal the single source of HR information. Phase 2 made it the place employees went first. The game changer was a mobile app, which put everything at the fingertips of people in the field.
Phase 1 was about getting people used to the new platform. Employees, especially those on the field, often struggled to access information on the ground. The Leena AI team curated the weekly emails and creatives so the messages were interactive.
Over time, payslips came into MyPal along with update notifications, and help with mediclaim reimbursement and claims was added. Adoption was pushed by auto-SMS to new joiners, weekly emailers and notifications, an induction module on MyPal for new joiners, SMS campaigns, and weekly dashboards to all SHRs and BHRs so they could encourage others to install MyPal.
The most used features and workflows are reimbursement status, mediclaim card, Form 16, holiday calendar, superannuation amount, HR policies, IT Smart Service, leave balance and payslips.
Two phases so far
- Phase 1Scope and setup599 questions written from existing and planned policies, a ticketing system and a dashboard.
- Phase 1Desktop and mobile appAn escalation matrix for tickets, and MyPal deployed on desktop and phone.
- Phase 2More HR workflowsPayslips, Form 16, superannuation, claim status, IT Smart Service and mediclaim cards.
- Phase 2Adoption habitsWeekly notifications, SMS to new joiners, induction training and weekly dashboards for HR heads.
A notification went out every week, even when there was no new update, so checking MyPal became a habit. That alone helped take adoption to 70%.
While in-person employee engagement and interactions will continue to be a key facet within our workplace, we need to cater to a well-spread-out team communicating via a myriad of digital channels and collaboration tools. We wanted a solution that appealed to the entire generational spectrum and was inclusive. Leena AI has helped Mahindra Finance adopt conversational messaging by implementing the virtual assistant - MyPal. MyPal is a paradigm shift by which employees resolve their queries. As of date, we have had close to 3.5 lakh interactions with an adoption rate of 72% across the organization. It has resolved simple yet urgent issues and processed queries related to pay slips, holiday calendars, health insurance cards, HR policies, etc., through a single, user-friendly, and accessible interface.
Dinesh GangwaniCIO, Mahindra FinanceWhat changed
Within three months, assistant adoption rose by more than 22%. Most inquiries were about HR policies — questions that would otherwise have gone to HR people. Fewer routine escalations reached the top, so HR leaders could work on the process instead of firefighting.
MyPal let HR leadership keep its focus on the big picture: future planning and scaling up the employee experience.
| Measure | Result |
|---|---|
| Hours saved for employees and HR | 9,000+ in 3 months |
| Adoption of digital workflows | 70% |
| Growth in assistant adoption | 22.73% in a quarter |
| Users on MyPal | 31,110 |
| Average monthly interactions | 25,000+ |
| Interactions to date | 2,30,000+ |
We also deal with employees in branches that are located in rural and semi-urban areas. Connecting with employees at every level across the country is one major challenge. MyPal has been one tool that supported us in ensuring that the communication systems are very easily available to employees across the country at one touchpoint. This enables employees to access HR and HR-related services easily, with a better experience.
Vinod NairHR Head, Mahindra FinancePhase 3
The next phase is about making MyPal more intuitive and human, and taking on more complex help such as leave policy and tax questions.
All of it will lean on Leena AI's suite of services, with one goal in mind: a best-in-class experience for every employee of Mahindra Finance.
MyPal has exceeded most performance parameters during the first two phases. It is quick, easy to access, available 24/7, and comprehensive. The goal is to make MyPal the one-stop solution for everything HR. We hope to shatter all upper limits with Phase 3 and the other activities planned.
Neha SwatiLead Business HR & Lead – HR Digitalisation, Mahindra Finance
About Mahindra Finance
Mahindra & Mahindra Financial Services Limited (Mahindra Finance), part of the Mahindra Group, is one of India's leading non-banking finance companies, focused on rural and semi-urban markets. It has over 8.4 million customers and AUM of more than USD 11 billion, and is a leading vehicle and tractor financier that also offers SME loans and fixed deposits.
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