How Writer Information’s Field Officer Operations ventred success for an premier NBFC

How Writer Information’s Field Officer Operations ventred success for an premier NBFC

A premier NBFC partnered with Writer Information to re-engineer their personal loans business process.

How did Writer’s solution enable loan disbursement within 4 hours of documents acknowledgement?

  • The Challenges
    • Process Streamlining for a new Project
    • Delay in process due to procedure alignment with regards to client’s needs
    • Aligning MIS according to Customer Needs
    • Regular maintenance of reports consisting huge data volume for customers
    • Validating the MIS
    • Middle management having lack of knowledge on systems
  • The Solution
    • iSmart is Writer Information’s one-stop solution for Field Officer tracking and document processing. Once Writer Information’s CPC receives a lead from the customer database, iSmart auto-allocates the documents pickup request to a Field Officer of the respective territory. Supplemented with the iSmart and Sales Force mobile applications, the Field Officer visits the customer, digitizes their KYC and Mandate documents, completes the Biometrics and eSign verification; and completes the document collection.
    • Writer Information’s proven Mandate Management solution integrated with iSmart successfully registers the NACH with the National Payment Gateway (NPCI), and the customer’s loan is disbursed in seconds.
  • Success Factors
    • Scalable and well-trained Field Staff and CPC team for process handling and end-to-end customer relationship management
    • Focus on Process Excellence and Governance of engagement milestones
    • Seamless lead allocation to Field Agents once triggered from SFDC
    • Active BCP location for CPC team aligned to working hours and employee travel convenience
    • Mobile App-enabled communication with Agents; inbuilt flexibility for Field Staff Management and Status acceleration
    • Central MIS and TAT tracking by Customer and Writer Information Management from iSmart.
    • Re-usable Field Staff Management CRM with scalability for new customer implementation
  • Accomplishments
    • 90% monthly success on Mandates Processing with NPCI
    • Less than 5% QC errors for Customer Data Capture
    • Nearly 10k disbursements since October 2017 with average daily ratio of 300+ cases including straight through process cases

    iSmart has been instrumental in reducing speed to market for loan disbursement. It is integrated with the customer CRM for enabling end-to-end closure on Reconciliation and Disbursement; thus accelerating TATs and reducing manual checkpoints and errors in the process.

    The MIS ties status across the entire process sequence from appointment scheduling to mandate confirmation. Watertight validations and dual data entry enabled stages have been a significant factor for reduced errors and QC success.