The financial provider faced significant challenges in streamlining communication and improving operational efficiency across various aspects of its operations. These issues were particularly evident in managing customer interactions, compliance implementation and overall service delivery. 

Some of the key challenges included:

• Delayed customer response: Customers often missed reminders or failed to respond in a timely manner, leading to delayed payments and communication gaps.
• High operational cost: Traditional manual processes for follow-ups and customer engagement required considerable manpower and resources, driving up operational costs.
• Compliance risks: Ensuring regulatory compliance across multiple communication channels remained a persistent challenge.

Our communications platform enabled Annapurna to integrate SMS, IVR, and WhatsApp-based solutions to enhance efficiency, reduce manual intervention, and improve customer engagement.

To power up two-way customer interactions and provide 24/7 customer support, our platform helped provide a conversational experience with our customer engagement solution Moments, chatbot building platform Answers and contact center solution Conversations. 

This holistic approach enabled Annapurna to provide:

• Automated SMS reminders: Timely alerts were sent to customers regarding important dates and updates, ensuring they remained informed.
• IVR Voice calls: Interactive voice reminders helped provide customers with important information, driving more responsive behaviour.
• WhatsApp chatbot: Available 24/7, the chatbot provides instant access to essential information, enabling seamless self-service and enhancing the customer experience.

• Elevated customer experience: Seamless, timely communication through SMS, Voice IVR and WhatsApp has improved customer interactions, reduced missed payments and strengthened long-term relationships.
• Stronger customer confidence: Transparent and proactive engagement has built customer confidence, reinforcing trust in the company’s financial services.
• Improved accessibility and convenience: The 24/7 WhatsApp chatbot and automated reminders provide instant support, making financial services more accessible and efficient.
• Enhanced compliance and transparency: All communications adhered to RBI (Reserve Bank of India) guidelines, ensuring compliance and transparency throughout the process.

Some of the results included:

• 2x increase in digital adoption: A significant surge in digital engagement, with a two-fold increase in active users within just three months.
• 12% increase in product adoption: Successful promotion of the JIT loan through targeted messaging campaigns, resulting in an increase in subscription.

This transformation has streamlined operations and positioned Annapurna Finance as a trusted financial partner, committed to delivering an exceptional customer experience.

Annapurna Finance’s digital initiatives have streamlined its communication and operational processes, boosting efficiency, customer engagement, and compliance. With over 1.12 million active users and nearly 75% of customers in rural areas, the company has successfully leveraged automation to create a customer-centric financial ecosystem.