Janalakshmi Improves Core Operations for Microfinance Business in Salesforce CRM

Challenge

• Streamline process of capturing new customer leads for group loans
• Provide easy access to loan documentation and loan accounts information
• Effectively track collections and analyse account status
• Properly maintain and manage all customer data

Solution

• Wipro Limited (www.wipro.com) retained as salesforce.com implementation partner
• 150 Salesforce CRM user licences deployed within head office and branch offices across India
• System users include data entry operators, approvers, sales managers and senior management
• Core banking system and existing industry applications integrated for one unified view of company data
• Janalakshmi worked with Wipro to customise series of new loan forms within the CRM system

Results

• Centralisation of large volumes of customer information brings easier data management and ultimately improved customer service delivery
• Integrated view of all customer activities through a single interface
• Significant improvements in core business processes include enhanced loan collection updates and tracking of recoveries
• Dashboards delivering detailed customer analysis provide potential new sales avenues and opportunities for cross selling