Value Delivered
Background
The customer is one of the leading NBFC-MFIs in the country, with 1400+ field agents. They offer micro-loans to customers in financially underserved and low-income regions with limited or no financial services access.
Challenges
The customer mentioned four key business challenges related to debt collection of their Joint Liability Group (JLG) loans.
- Lack of a system to manage field operations for over 700K cases per month.
- Loss of customer case history due to high attrition of field agents.
- No way to validate true customer visits by field agents, resulting in poor customer face time.
- Poor visibility into field agent activities and lack of a dedicated mode of communication.
Solution
1. Empower Field Agents
Dista’s location-first field force management software provided a dedicated app for field agents to perform daily tasks. The app offers a detailed day plan for field agents, lets them collect visit outcomes, and updates collection status like last meeting location, last paid date, daily P2P meetings, and more.
The system sends smart alerts to the agents and their supervisors for timely intervention. It also re-assigns cases to other agents and enables them to access the complete case history for seamless case actioning.
2. Address Geocoding
Dista cleaned and verified addresses for over five lakh cases, which helped improve collection officers’ productivity and reduced travel time by reaching the right customer location.
3. Knowledge Base
Collection officers accessed training videos, documents, and step-by-step guides via their dedicated app, helping them seamlessly facilitate collections.
4. Real-time Visibility
Managers viewed the real-time location of field agents on the web app. It offered an audit trail of their daily activities with geofencing.This helped them verify their visits and measure their productivity.
5. Reports
We offered a range of detailed reports like daily distance traveled by collections officers, the performance of individual officers, branch reports, collection status reports, route deviation reports, collection officer check-in/check-out reports, and more.
Highlights
- Multiple reports gave decision-makers an overview of the branch and collection officer performance and an overall view of the operations.
- Consolidated debt collections and recovery on a single platform.
- Reduced paperwork and discrepancies owing to seamless record-keeping via the app.
See How Enterprises Leverage Location Intelligence with Dista
“Dista Service helped us with field investigation of our prospects as well as loan servicing for customers. Over 10K users are using the app to get real-time updates on their loan status, raise queries, respond to queries and more.”
Sandeep Gambhir
Head - Digitalisation & Marketing, ICICI Home Finance
“In microfinance, which is a field & employee intensive industry it is critical to optimise the field time of the staff to optimise operational coverage & efficiency. By leveraging Dista’s advanced platform, Arohan reaffirms its commitment to utilising technology to streamline workforce management and drive higher levels of performance across its operations.”
Manoj Nambiar
Managing Director, Arohan Financial Services Limited
