"There were several lapses during customer visits, and therefore we used to keep a check on these agents over calls. However, the model of tele-calling wasn't accurate enough and those lapses were impacting our field operations and business process," said Mongia.
Shift in customer centricity
With the given situation, the company needed a solution to track and manage its runners in order to bring in transparency into the business process. "We basically needed a game-changer to help our legacy business in adapting the changing consumer behavior. We wanted a configurable mobile solution to optimize the day of our runners," said Mongia.
The company decided to implement a SaaS mobile workforce management solution. Post the implementation, the collection agents started receiving all their customer details, such as address, payments and documents on their mobile application, from the customer care department. "The field agents can now immediately save customers' data directly on the app from the field itself, which made the entire sales process smoother and quicker. And now we can track each of these field agents based on the data gathered," said Mongia.
"Geo-tagging of customers' photo at the time of the visit is another key aspect of the solution, which helped us a lot. This acts as a proof against any false claims or lapses by customers as well as by field agents," explained Mongia. "This helped the runners to be prepared according to the customers' requirements, and by automation of the sales process, the effective sales time has increased."
With the field management solution, Bajaj Capital can now regularly check and analyze the feedback on services and make changes accordingly. In terms of business benefits, the solution helped the company to lower its idle time by 55 percent and reduce information loss about leads and follow-ups by 68 percent. It also helped in decreasing the time spent at customer's address by 58 percent and increasing in the number of customer visits by 66 percent. The company is now able to track their field employees on a real-time basis.
According to Mongia, the average number of collections per agent per day has moved up by 75 percent. Earlier, the average number of visits per collection agent was three, which has now gone up to five. "Our average travel expense per agent has been now come down to Rs. 4000 from Rs. 6000," he concluded.
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