Business CRM Platform for NBFCs

Suma Soft's First-ever Integrated Business CRM Platform for NBFCs in India

Client’s Background

The client is the Auto finance division of one of the leading NBFCs in India with over 25 years of experience and more than 60 Lakh happy customers. With a strong background of modern infrastructure and state-of-the-art technologies, the client provides loan facilities for two and 3-wheeler automobiles.

Project Requirements

To address the expanding business reach and diversifying customer needs, the client was looking for an end-to-end customer management tool (CRM) to manage and analyze customer interactions and data throughout the customer's lifecycle.

Technical needs:

  • Single dashboard to see 360 views of the customer.
  • To bring all the touch-points with dealers, vendors, branches, regional offices, head offices, call centers, and collection centers on one platform for uniformity and ease of communication flow.
  • Real-time sync and updates.
  • Enable automation between the call centers and field operations.
  • Enable self-service via IVR integration.

Solution

After a thorough analysis of the client's business needs, Suma Soft's experts created a CRM portal.

  • 1

    This tool provides a 360 view of the lifecycle management history of all the customers starting from customer acquisition to loan servicing.

  • 2

    This tool replaced all the varied solutions that were being used by the client and brought everything under one roof.

  • 3

    Suma Soft’s CRM became a single touch point for managing the customers. Further, automation was enabled through SMS, IVR and E-mail.

  • 4

    Email case management- Any customer request received via email gets automatically logged as “Customer Request ID”.

Business Outcome

Suma Soft's CRM solution is an on-premise web-based platform that helped the client improve its customer experience and enhanced productivity. The CRM enabled the client to remove access to the core system's 100's of users since this functionality was available in the CRM. It gave a consolidated 360-degree dashboard with information flow. With this CRM, the client was able to manage customers on a single platform, which resulted in high customer satisfaction. Suma Soft reduced the overall cost of providing services to customers.

  • Reduced Turn-Around-Time(TAT)
  • Cost of supporting customer reduced significantly via automation
  • Achieve better customer satisfaction ratings

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