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Leading BFSI Company leverages Knowlarity's Tentacle CRM With Outbound Call Center to manage its outbound processes seamlessly

BFSI Organization Is Using Knowlarity's Tentacle CRM With Outbound Call Center to manage its outbound processes

Leading BFSI Company leverages Knowlarity's Tentacle CRM With Outbound Call Center to manage its outbound processes seamlessly

Embracing the consumers' changing perspective of digital experiences and digital products, the BFSI industry has evolved into a more customer-centric approach. Technology has paved its way in solving the complex space of monitoring and analyzing the daily workforce to deliver a smooth customer experience. The BFSI Company is a financial and investment service provider in India. The company has more than 100 branches across the country. The firm offers consumer loans, wealth management, commercial finance, and infrastructure finance, among others.

    Customer name

    Industry
    BFSI

    Organization site

    Location
    India

Absence of live monitoring and automation leading to poor ROI

Earlier the organization’s business functionality was an on-premise model. This was accompanied by poor data aggregation techniques across various business verticals resulting in data inconsistency and inefficient call center process.

The pan India operation was lacking a monitoring system that was followed by excess manual work by field agents with false reporting. Without a systematic data & tracking platform, it became hard to keep track of data and they were losing new prospects even after telecallers received positive responses.

Main Challenge:

No Live Monitoring: Difficult to keep track of agents performance with unfulfilled cases No Automation: Detailed Reports, measurement metrics and insights were missing Poor ROI: Middle management involved in collecting information from agents

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Streamlined, Automated & Highly Secure Processes

Tentacle CRM with Outbound Call Center powered by Knowlarity has delivered the streamlined experience of cloud telephony. The cloud-based call center enables data privacy for both customers and telecallers, with limited account access. The integration of smart solutions has upgraded the operating model with standardized data to generate new prospects and business opportunities while improving the telecallers productivity. The transition has shifted the middle management’s focus on recruiting and training to further improve the business process.

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Success Post Knowlarity Solution

Simplified Platform for Higher Productivity & Better CX

The seamless integration of Knowlarity's solution to streamlines business communication for the leading finance company exhibits how companies in the BFSI sector can make their operations more productive and fruitful. The Quality and Compliance efforts can be amplified with the usage of live monitoring of remote teams in real time and analytics dashboard. Hence, deploying Knowlarity's cloud hosted solutions can go a long way in meeting business goals for a BFSI Company

Milestones Achieved

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Productivity grew significantly, resulting in increased ROI
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Live Monitoring of remote teams & field agents in real-time
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Real-time report access with deep insights via analytics dashboard
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Managing services across India with quick set up without infusing Capex