Streamlining the order-to-invoice process and beneficiary onboarding to strengthen financial management, data credibility, and operational efficiency.
Summary
Impact Created
7 million+
beneficiaries reached via digital delivery.
100%
digital order-to-invoice workflow.
Faster
reporting through improved MIS accuracy.
About the organisation
Haqdarshak enables access to government and financial welfare schemes for underserved citizens by leveraging trained field agents, technology platforms, and corporate/government partnerships. The organisation has helped over 7 million beneficiaries receive entitlements and income-enhancing benefits across India.
Problem Statement
As Haqdarshak scaled its programs rapidly between 2020–21 and 2023–24, two constraints threatened operational and financial sustainability:
- Fragmented order-to-invoice workflow – Program, finance, and field teams worked with inconsistent milestone data, leading to delayed delivery, missed invoices, and cashflow challenges. Managing large multi-state projects became difficult without a unified system.
- Inconsistent beneficiary data quality – Weak onboarding validations and limited deduplication resulted in inaccurate MIS data, slowing client reporting and affecting credibility with partners.
Solution
Haqdarshak addressed these challenges through a two-part digital overhaul:
- Digitised order-to-invoice workflow using Zoho modules and custom integrations— bringing milestones, project tracking, invoicing, and expenses into one unified, automated system. This improved delivery visibility, ensured timely invoicing, and stabilised cashflows.
- Revamped beneficiary onboarding by enhancing the Agent App with structured journeys, strong validations, and integration with the eligibility engine—resulting in cleaner data, reduced duplication, and reliable MIS for clients.
Key Learnings
- Co-create with field teams from day one — adoption rises when users shape the solution.
- Match adoption levers to user types — train fence-sitters, nudge laggards, empower early adopters.
- Keep workflows practical and time-bound — over-engineering kills usage, and open timelines kill momentum.
Key Technology Used
- Zoho Suite (program, project & finance management — enabled end-to-end order-to-invoice tracking)
- Custom Integrations + Agent App (beneficiary onboarding & milestone workflows — ensured accurate data and delivery visibility)
- Internal MIS Dashboards + Eligibility Engine (real-time monitoring & scheme matching — improved reporting quality and conversion)
Quick Facts
Organisation Name
Haqdarshak
Organisation Website
Visit Site
Founding Year
2016
Number of Beneficiaries served
7 million+
Geography Served
Pan-India
Focus Area
Programmatic Impact, Operational Efficiency
Functions Impacted
Program Delivery; CAM (Customer Account Management); B2B Sales; HR & Finance
SDG Addressed
Full Case Study
Challenges
Managing Scale Without Losing Control
With large multi-state programs and a growing frontline workforce, Haqdarshak required:
-
Full visibility across project milestones
-
Real-time clarity on resource allocation and expenses
-
Clean and reliable beneficiary data for partner reporting
Without this, both program delivery timelines and financial predictability were at risk. The impact was not operational alone - it influenced stakeholder trust, future business, and revenue stability.
Solution
Orchestrating Digitisation Across Core Business Processes
Haqdarshak prioritised the two most mission-critical levers: financial control and data credibility.
- Adopted Zoho suite for project, client, and invoice management
- Integrated Zoho with internal systems to ensure end-to-end contract → milestone → invoice tracking
- Automated linkage between project allocation and expense submission
- Result: Project managers were incentivised to keep milestones updated, leading to higher adoption.
- Upgraded digital journeys within the existing Agent App (instead of buying new platforms)
- Integrated onboarding with scheme discovery, eligibility engine, and service tracking
- Introduced validations to reduce duplicate and incorrect entries
Result: Stronger MIS reporting and higher trust among enterprise/government clients.
- Phased rollout (smaller geographies first → large projects next)
- Hands-on training, townhalls, and guided support for all employee cohorts
- Measurable adoption push by tying reimbursement claims to system usage
- Single business owner + single tech owner to ensure clarity and accountability
Full adoption took 8–10 months, with maximum uptake between months 3–5.
Outcomes & Impact
A More Predictable, Data-Driven Organisation
| Outcome Category | Result |
|---|---|
| Financial Management | Faster invoicing cycles → improved cash flows |
| Program Delivery | Clear milestone visibility improved on-time completion |
| Data Credibility | Cleaner onboarding data → higher client trust |
| Employee Accountability | Transparent allocation and KRA-linked tracking enhanced performance management |
| Organisational Efficiency | Reduced manual tracking and higher inter-department collaboration |
Digitisation helped every function - from field teams to finance - move from manual effort to workflow-driven execution, with data as the single source of truth.
Additional Details
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