Transforming Gold Loan Customer Engagement with Exafone
Customer snapshot
A Mumbai-based financial services company providing gold loan services, engaging existing and prospective customers for renewals, new offers, follow-ups and support, and looking to move from a previous cloud solution to a more integrated platform connected to its CRM.
The challenge
The company wanted one environment that could bring its CRM, calling operations, customer interactions and reporting together, and scale with its growing calling requirements.
Calling operations sat apart from the CRM and business applications, limiting a connected agent workflow.
The business needed multiple outbound dialling modes alongside inbound calling, with automated and agent-assisted engagement.
Management wanted better visibility into agent productivity, centralised reporting, remote monitoring and secure handling of customer information, on a platform that could scale.
The solution
Exafone provided a single-window cloud communication platform that integrates calling operations with the customer’s existing CRM and business applications, and supports different calling models by requirement.
CRM and application integration
Agents access relevant customer information and manage interactions from a connected workflow tied to the CRM and business applications.
Multiple dialling modes
Predictive dialling, progressive dialling and inbound calling, chosen by campaign, customer segment and operational need.
Renewal and retention campaigns
Proactively contact existing customers for renewal reminders, opportunities, follow-ups and relevant new loan offers.
Remote monitoring and analytics
Monitor calling operations and agent activity remotely, with centralised reporting on call volumes, campaign performance and productivity.
Secure data handling
Customer information is handled within the application using access controls and encryption implemented by the platform.
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