Value Delivered
Background
The customer is a leading Small Finance Bank (SFB) – Rural Banking that aims to empower rural households with individual and group loans. They have a large team of field agents who visit remote rural areas to meet prospects and customers to process their loans.
Challenges
- Large, unbalanced territories resulted in agents traveling longer distances, meeting fewer customers, and getting less customer facetime.
- Managers had limited visibility into agent location and performance.
- Manual branch-to-center mapping failed to consider location and other business variables hampering agent productivity.
Solution
1. Branch Network Optimization
Using location intelligence, Dista Sales created an optimized branch network aligning centers with branches. Our system ran multiple simulations to identify the optimal branch-to-center mapping. This ensured field agents avoided making any dead runs to a center far from the large cluster of town centers, reducing their travel time.
2. Route Optimization
The SFB had several branches and multiple centers mapped to it. Field agents visited these centers to conduct group or customer meetings. However, owing to suboptimal route planning, agents travel longer distances to reach multiple centers, thereby spending less time conducting the actual meeting. Dista’s route optimization feature creates the shortest and fastest routes for agents to meet more customers in a day.
3. Real-time Visibility
Dista Sales, our location-powered field force management software, offers a dedicated app for agents and a web dashboard for managers. This helps managers track the live location of field agents in real time. They can easily measure the distance and time taken to travel to multiple customer locations and also monitor the audit trail to measure field productivity.
4. Validate True Visits
The time spent at a center meeting measures the quality of a successful group or customer meeting. However, managers had no way to validate whether agents met and engaged with the customer. With Dista Sales, they could track the agent’s live location and monitor the time spent at each meeting, ensuring true visits and customer handshakes.
5. Location-driven Beat Plans
Our system generated a location-driven sales beat plan, which reduced agent travel time, increased the number of customer meetings in a single trip, and improved customer facetime. The app sequenced cases by priority, delinquency, proximity, etc., maximizing field agent productivity.
6. Smart Nudges to Drive Productivity
The smart nudges feature sends contextual alerts to field agents to improve lead actioning and guide them in the field. Agents received notifications to prioritize P2P cases, reminders about meeting customers, attending group meetings, and more on their dedicated mobile app.
Highlights
- Territory mapping helped accurately map agents and prioritize customers.
- Improved transparency with audit trail and travel history of field agents.
- Streamlined the existing branch network, and enhanced branch-to-center mapping.
