Webinar - Going Digital? How to balance growth and customer excellence
In India, financial inclusion in rural parts and amongst women still faces a lot of challenges. In order to increase accessibility to finances for these people, SCBF supported a project with Accion and Annapurna Finance Private Ltd. (AFPL) on scaling up of its‘ Just in Time’ (JIT) loan - a pre-approved emergency loan (for the existing group loan customers of AFPL 100% of which are women) and in the development of an interactive customer engagement platform (CEP), through which the customers of AFPL can communicate with the institution via SMS, IVR, or WhatsApp to get services remotely.
On 19 June 2024, SCBF, in collaboration with the Accion organised a webinar to deep-dive into the digital adoption of financial services of the low-income population across Asia. The webinar focussed on understanding the experiences of the microfinance industry leaders: (i) On designing and launching digital channels and platforms; and (ii) To understand about transition management, strategies adopted to address key pain points, engaging staff and customers in the process, while maintaining superior service levels.
Following are some of the key take-aways from the discussion:
- Understand your clients and their specific needs to design effective channels. For example, customers appreciated the ability to call and obtain information about their loans at any time of day, as many have strict working hours during which they cannot use their phones.
- Customize channels to best fit clients' requirements and ensure convenience. This includes using vernacular languages for communication and minimizing the need for clicks or typing.
- Optimize the balance between leveraging technology and maintaining human connectivity. Internal change management is part of this process. The field sales force team needs to support the adoption of technology and understand the benefits to be able to convince customer to utilise it.
Watch the recording:https://vimeo.com/967207256
Speakers:
- Sarder Akhter Hamed, COO, Sajida Microfinance
- Asish Mishra, Product Head, Annapurna Finance Pvt. Ltd.
- Saibal Paul, Deputy Director, Policy, Member Engagement and Sector Building, Sa-Dhan
Welcoming remarks:
- Azalea Carisch, Learnings and Insights Manager, SCBF
Moderator:
- Debdoot Banerjee, Senior Director, Digital Strategy and Transformation, Accion Advisory
You can catch the recording here
Click this link to access the factsheet for the specific project.