Monthly Service & Performance Dashboard

• Cloud Integration: Completed ✅ - Improved system scalability and resilience.
• Transaction Routing (Diners & Discover): Completed ✅ - Expanded network acceptance and revenue streams.
• POS Expansion Phase 2: In Progress 🟡 - Targeting 10% increase in POS base by Q4.
• Fraud Detection System Upgrade: In Progress 🟡 - Enhancing security protocols and reducing financial risks.

• POS Performance: Active POS declined from **51.02%** (April) to **41.46%** (March). Inactive POS shows an increasing trend ⚠️.
• Transaction Volume: Total transactions decreased from **1.56M** (April) to **0.98M** (March), indicating a significant drop.
• GTV Performance: Total GTV decreased from **68.27 Cr** (April) to **43.24 Cr** (March), reflecting reduced transaction value.
• UPI Dominance: UPI transactions consistently represent over **80%** of total transactions (March: **83.20%**).
• SLA Compliance: **87.09%** of tickets resolved within 24 hours (March), with **12.91%** exceeding this timeframe.

• Declining Active POS Base: Continuous reduction in active terminals impacts overall transaction volume and market share.
• High SLA Breaches: A significant portion of tickets exceeding 24-hour resolution time could lead to customer dissatisfaction.
• Transaction Volume & GTV Decline: Consistent downward trend in total transactions and GTV indicates potential market challenges or operational issues.

• Problem: Declining Active POS % and overall transaction volume.
Action: Implement targeted campaigns to reactivate inactive POS terminals and onboard new merchants.
• Problem: Significant portion of tickets exceeding 24-hour SLA.
Action: Review and optimize support workflows, focusing on reducing resolution times for complex issues.
• Problem: High phone support usage and low Whatsapp Bot adoption.
Action: Promote self-service options like Whatsapp Bot and PineOne portal to deflect calls and improve efficiency.