Customise Visible Metrics (Customer-Facing View)

Tickets Closed Before Deadline Avg First Response Time Avg Resolution Time Avg Reopen Frequency SLA Compliance %

Closed Before Deadline

78%

▲ +6% MoM

Avg First Response

3.2h

▼ −0.8h MoM (improved)

Avg Resolution Time

4.1d

→ Flat QoQ

Avg Reopen Freq.

1.3x

▲ +0.2x MoM (needs attention)

SLA Compliance

82%

▲ +4% QoQ

Period

Module Priority

Total Tickets

10

This month

High Priority

4

⚠ Need attention

Overdue

1

● Past due date

Closed This Month

2

▲ +2 from last month

Open

5

Active pipeline

In UAT

2

Awaiting sign-off

By Priority click segment to drill down

By Status click segment to drill down

By Module click bar to drill down

Resolution Type Breakdown

Ticket Volume Trend

Module: All Tickets — Drill Down

ID	Title	Module	Priority	Status	Owner	Age	SLA	Created	Modified
TKT-1127	PDF export slow on bulk reports	LOS	Low	Open	Eng	3d	On track	05 May	06 May
TKT-1120	API timeout on OKYC fetch	LOS	High	In Progress	Karan M	9d	At risk	29 Apr	07 May
TKT-1138	LOS BRE rule mismatch	LOS	High	UAT	Anita S	8d	On track	30 Apr	07 May
TKT-1141	Collections bucket mis-assignment	LMS	High	Overdue	Ravi K	14d	Breached	24 Apr	05 May
TKT-1143	NPA dashboard TAT display bug	LMS	Medium	In Progress	Product	6d	On track	01 May	07 May
TKT-1148	SCF disbursement reconciliation error	SCF	Medium	Open	Eng	2d	On track	06 May	07 May

Total CRs

7

Active pipeline

Open CRs

6

⚠ 1 delayed

Scope Creep

2

⚠ Requires re-estimation

Customer Dependency

2

Pending customer action

Internal Dependency

2

Tracked internally

Closed This Period

1

▲ On target

By Statusclick to drill

By Moduleclick bar to drill

Dependency & Governance View

2

Internal Dependency

2

Customer Dependency

2

Scope Creep

Governance note: Dependency items are tracked to protect delivery predictability — not to assign blame. Customer dependencies are proactively communicated 5 days before due dates.

Module: LMS — Change Requests

CR ID	Title	Module	Status	Owner	ETA	Scope Creep	Int Dep	Cust Dep	Age
CR-2035	LMS NPA bucket threshold update	LMS	UAT	Ravi K	15 May	No	No	Yes	18d
CR-2032	Dashboard TAT widget redesign	LMS	In Progress	Product	22 May	Yes	No	No	13d
CR-2026	Collections escalation workflow	LMS	Open	Eng	25 May	Yes	No	No	6d
CR-2018	LOS co-applicant KYC flow update	LOS	Closed	Anita S	28 Apr	No	Yes	No	22d
CR-2041	SCF invoice auto-match rule	SCF	Open	Eng	30 May	No	Yes	No	3d

CXO Dashboard

Northwind Lending — LMS · Q1 FY 2026

Value delivered, platform performance, and strategic readiness. Designed to communicate what CS Command Center has enabled — not to call out customer performance.

Account Health: Strong

Cases Processed

2.3M

▲ +27% QoQ (was 1.8M)

Workflows Supported

56

▲ +37% (was 41)

Repeat Issue Categories

2

↓ from 5 — improving

Closure Predictability

74%

▲ +8 pts (was 66%)

AUM Growth (QoQ)

+18%

▲ Supported by LMS scale-up

Enablement Sessions

6

▲ from 1 over 2 quarters

Platform Adoption Movement (QoQ)

Value Delivery Trend

Executive Insights — Observation · Inference · Opportunity

Observation: Supported volumes and active workflows have grown QoQ across LMS and SCF.

Platform relevance and business dependency are increasing — CS Command Center is embedded in core lending operations.

Review underused modules (e.g. advanced analytics, collections AI) for wider adoption.

Observation: Repeat issue categories have reduced from 5 to 2 over 2 quarters.

Training investments and CR closure quality are improving team-level predictability and confidence.

Convert the 2 remaining repeat categories into self-serve documentation or micro-training assets.

Observation: Market focus on DPDPA, data auditability, and AI governance in lending is accelerating.

Compliance-led platform conversations are increasingly board-relevant — not just IT decisions.

Schedule an advisory session on DPDPA/RBI readiness to position CS Command Center as a strategic compliance partner.

Observation: Enablement sessions increased from 1 to 6 over the last 2 quarters.

Structured training is creating platform confidence — adoption is correlating with session frequency.

Consider a formal customer power-user programme to scale enablement internally.

3 Key Takeaways — Q1 FY2026

Growth Enabled

2.3M cases processed, up 27%

CS Command Center's LMS directly supported a 27% QoQ case volume growth with zero platform downtime incidents.

Quality Improving

Repeat issues down from 5 → 2

Proactive enablement and structured CR governance cut recurring issue categories by 60%.

Strategic Readiness

DPDPA alignment advisory recommended

Regulatory landscape shift creates an opportunity to deepen CS Command Center's strategic positioning at board level.

Segment Health

Northwind Lending

NBFC · LMS · LOS · SCF

G

72

NPS Score

4

Open Tickets

+27%

AUM QoQ

Acme Capital

NBFC · LOS · LMS

A

41

NPS Score

7

Open Tickets

+9%

AUM QoQ

Globex Credit

NBFC · LOS

R

12

NPS Score

11

Open Tickets

-4%

AUM QoQ

Initech Finance

NBFC · LMS · SCF

G

68

NPS Score

2

Open Tickets

+22%

AUM QoQ

Stark NBFC

NBFC · LOS · LMS

A

38

NPS Score

5

Open Tickets

+11%

AUM QoQ

Hooli Money

Small Bank · SCF · LMS

G

61

NPS Score

3

Open Tickets

+19%

AUM QoQ

Engagement Log — Northwind Lending

12 May 2026

QBR with CXO team — Presented Q1 value report. AUM growth acknowledged. Discussed DPDPA readiness. Follow-up: advisory session to be scheduled.

02 May 2026

Monthly Ops Review — Reviewed 10 open tickets. Escalated TKT-1141. SLA compliance up to 82%.

25 Apr 2026

CR Review Call — CR-2032 scope creep flagged. Re-estimation in progress with product team.

15 Apr 2026

Enablement Session #6 — LMS collections module deep-dive. 14 participants. Feedback: positive.

12 Apr 2026

NPS Survey Sent — Score received: 72. Promoter comments around TAT improvement noted.

Overall NPS Score

+52

Q1 FY 2026 · Industry avg: +38

Detractors 20%Passives 20%Promoters 60%

NPS Trend (QoQ)

NPS by Account

Sentiment by Theme (VOC)

NPS Responses — Q1 FY 2026

Account	Respondent	Role	Score	Category	Key Comment	Date
Northwind Lending	Ramesh V	CTO	9	Promoter	Response times have drastically improved this quarter	12 Apr
Northwind Lending	Meena S	Ops Head	8	Promoter	The collections module has saved us significant manual effort	12 Apr
Acme Capital	Ajay T	IT Manager	7	Passive	Good platform but need faster CR turnaround	10 Apr
Globex Credit	Priya R	DGM Ops	4	Detractor	Too many open tickets and slow escalation response	08 Apr
Initech Finance	Kiran M	CFO	9	Promoter	SCF module has transformed our invoice cycle	05 Apr