Non Banking Financial Company – Salesforce

Challenges

• The fast-evolving regulatory requirements and increased competition have made it necessary for NBFCs to sharpen their business agility and provide a great digital-led seamless and consistent customer experience.
• The Company faced challenges with lengthy field sales journeys, manual sales processes, and error-prone data reporting. They wanted to transform their manual and time-consuming field sales operations through a digitally accelerated, accurate, and user-friendly system.
• The absence of a central repository for reports made it difficult for the sales team to process data into actionable insights, leading to delays in decision-making.
• The paper-and-excel-based slow legacy systems made it challenging for the company to keep up with the increasing demand for faster and more transparent service delivery.
• With customers expecting more personalized and responsive interactions, NBFCs need to build simplified, efficient, and customer-centric systems to nurture customer relationships and retain their loyalty.
• The manual sales processes were time-consuming and could result in errors, leading to poor customer experience and loss of business opportunities.
• The transformation of manual field sales operations through a digitally accelerated, accurate, and user-friendly system would not only improve the customer experience but also increase sales revenue for the company.

Solution

• The implementation of the custom Salesforce CRM solution allowed the sales team at the company to manage their entire sales journey digitally, from loan requests to loan disbursement and post-sanction processes.
• The UX-based, easy-to-use solution facilitated a more efficient and streamlined end-to-end sales journey for the sales team, reducing the turnaround time for loan processing.
• The integration of multiple financial touchpoints made it possible to access all necessary information in one place, improving the accuracy and speed of decision-making for the sales team.
• The solution helped reduce the workload of the sales team by automating certain processes, such as document collection and validation, allowing them to focus on other important tasks.
• The digitized process enabled by the mobile-ready solution improved the data accuracy, reduced the turnaround time for loan processing, and helped manage productivity, leading to improved customer experience and increased sales revenue for company.