Servicing that survives an audit.
A lending or insurance servicing function is judged on two things it usually cannot produce on demand: when it responded, and what it was allowed to hold. AcuityQ records both as a side effect of normal work, rather than as a quarterly exercise.
The day as it is
Three things that are true of this desk
The turnaround time is contractual, not aspirational
A grievance has a stated window. A disbursement query has an internal one. Both are counted in working days on a calendar that includes state holidays, and both are audited.
The same customer appears three times
A borrower, a policyholder and a prospect, in three systems, with three spellings of the same name. Nobody servicing the first knows the third exists.
Data you are allowed to hold has an expiry
Under the DPDP Act, holding personal data past its purpose is not a filing error. A retention policy that nobody executes is worse than none.
What AcuityQ does about it
The same three, answered
Working-day clocks on a real calendar
Targets counted against a per-desk calendar with shifts and public holidays. Response, update and resolution reported separately, because a blended figure hides which promise was broken.
One organisation and contact record
Cases and quotes hang off the same customer. Duplicates are surfaced for a person to judge rather than merged automatically, because a silent merge loses the second file.
Consent and retention as mechanisms
Consent recorded with the version of the wording it was given against. Retention periods enforced by deletion. Export and erasure on request, with the request itself recorded.
The question that decides the deal
Your IT and compliance functions will ask where the data sits, who can see it, what is logged, how long it is kept and what happens on exit. Those answers are on the security page, control by control, including the ones still being confirmed. We would rather show the gaps than discover them together in week six.
What it does not do here. AcuityQ is not a core banking, lending or policy administration system, and it is not an underwriting engine. It sits beside those and governs the conversation with the customer. If you need it to compute a premium or hold a loan ledger, it is the wrong product.
How it is usually configured
| Desks | Grievance redressal, servicing, collections support, claims, onboarding — separated because their clocks and their auditors differ. |
| Clocks | Statutory or contractual response windows per category, with the pause conditions written down and enforced rather than assumed. |
| Governance | Capabilities granted individually, record scoping per product and per branch, and a change trail that cannot be configured off. |
| Retention | A period per record type, enforced by deletion, with the deletion itself recorded. |
| QuoteDesk | Where a proposal or a rate sheet goes out, banded approvals so a rate concession has a name against it. |
Configuration, not development. Every line above is a setting somebody at your end can change afterwards, with the change recorded.
How the clocks behave
Three clocks, what pauses what, and the calendar they are counted on.
How quoting behaves
Bills of material per vendor, margin on screen, and bands that stop the document.
What your IT function will ask
Deployment, residency, access, audit and exit — control by control, gaps included.
A walkthrough scoped to banking, nbfc & insurance
We will start from your desks rather than from a generic tour. Simcomm replies within one working day.