AR Digital Wealth cuts support TAT by 60% with faster issue solving
4 min read
Last Updated
4 min read
Last Updated
Company
Anand Rathi Digital Wealth
Employees
1000+
Founded
1994
Headquarter
Mumbai, India
Industry
Financial Services & FinTech
Anand Rathi Digital Wealth (AR Digital Wealth) is a fintech company that leverages technology to significantly expand private wealth solutions. It offers digital solutions to High Net Worth Individuals (HNIs) through a mobile-first platform, overseeing clients with assets worth millions. The company is committed to delivering the best digital wealth services to its clients.
AR Digital Wealth has adopted a digital-first approach, keeping pace with the increasing inclination of investors towards online platforms. Their user-friendly mobile app is designed to enable High Net Worth Individuals (HNIs) to access and manage their investments anytime, anywhere. This approach is particularly appealing to tech-savvy customers. However, the app encountered several issues, especially in crucial areas like the onboarding process, which challenged the company's growth.
Kuntal Modi, the Product Manager at AR Digital Wealth, pointed out that diagnosing problems in the app's onboarding process, particularly around the login and splash screens, was challenging. The lack of detailed data made it hard to identify the reasons behind user drop-offs in these early stages of the app experience.
Modi highlighted the significance of analyzing user interactions and behavior in AR Digital Wealth's app to identify essential touchpoints. Gaining this insight helps implement changes that enhance the app's experience. Initially, the team relied on manual methods such as gathering user feedback and making assumptions to map user journeys. However, this approach became more challenging to scale effectively as the app's user base expanded.
The development team revealed they were facing challenges in effectively troubleshooting issues such as crashes and Application Not Responding (ANRs) within its mobile app. To address this, they heavily relied on the feedback and screenshots sent by users. This dependency on users' inputs resulted in prolonged identification and resolution times, causing significant delays
Computer, powered by agentic AI, provides product teams with a video of how users interact with the app’s login and splash screens. This visual playback aids in pinpointing where users encounter issues and identifying confusing elements. These insights are then shared with the development team, allowing for quick issue resolution and minimizing drop-offs during the onboarding journey.
Beyond playback, the AI agent autonomously analyzes navigation paths, interaction patterns, and micro-actions within the app, surfacing anomalies that would otherwise remain hidden. This enables product teams to address root causes proactively instead of waiting for user reports.
Using Computer for user experience, the development team replicated and diagnosed issues such as crashes, ANRs, rage taps, and UI freezes accurately. This tool worked in tandem with crash logs and error logs. At the same time, the AI-driven system mapped specific user interactions that led to these frustrations, drastically cutting time spent on manual debugging.
With DevRev, user issues flowed directly to product and development teams in real time. This cross-functional collaboration, guided by agentic AI insights, significantly reduced turnaround times and increased the accuracy of fixes.
The team utilized DevRev to pinpoint where users had issues during the onboarding journey. This allowed them to quickly address and resolve issues without waiting for user feedback after the error occurred, saving time in issue resolution.
DevRev helped development, product, and support teams to work together more effectively.
“DevRev significantly contributed to reducing issue resolution time and enhancing client app usage by replicating and addressing the reported issues faced by our clients.”
Kuntal Modi, Product Manager, Anand Rathi Digital Wealth
DevRev has transformed AR Digital Wealth's approach to user experience. By diving deep into UX analytics, the team identified and refined key navigational touchpoints. The result? A more intuitive and seamless journey for users, marked by strategically repositioned and redesigned UI elements.
