Events

Webinar: Going digital? How to balance growth and customer excellence

Date:
July 19, 2024
July 19, 2024
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In India, financial inclusion in rural areas and among women still faces many challenges. To increase accessibility to finances for these people, SCBF supported a project with Accion and Annapurna Finance Private Ltd. (AFPL) on scaling up its 'Just in Time' (JIT) loan - a pre-approved emergency loan for existing group loan customers of AFPL, all of whom are women; and in developing an interactive customer engagement platform (CEP), through which AFPL customers can communicate with the institution via SMS, IVR, or WhatsApp to receive services remotely.

On 19 June 2024, SCBF, in collaboration with Accion, organized a webinar to delve into the digital adoption of financial services for the low-income population across Asia. The webinar focused on understanding the experiences of microfinance industry leaders in:

  • Designing and launching digital channels and platforms
  • Transition management, strategies adopted to address key pain points, and engaging staff and customers in the process while maintaining superior service levels.

Watch the webinar recording here

Some of the key take-aways from the webinar are:

  • 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 its benefits as well.

Speakers of the session:  

  • 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

Project details can be accessed here

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