Janalakshmi Improves Core Operations for Micro-finance Business
Janalakshmi Financial Services (JFS) is geared to address the multiple facets of exclusion including providing small savings, financial literacy and advisory services and activities that promote the development and economic well being of the urban poor of India.
To achieve all of their goals and to make a real difference Janalakshmi had some key challenges to overcome. They needed to streamline processes around capturing new customer leads and provide easy access to loan documentation as well as loan account information. They needed a tool that would allow effective tracking of collections and to analyze the status of each account all linked to a proper customer management tool.
Janalakshmi decided to work with Wipro, a Salesforce implementation partner to work on deploying 150 Salesforce CRM licenses in the head office and out in the branch offices across India. There was a wide range of roles to be trained up including data entry, approvers, managers and senior staff. The system was integrated with existing industry applications to provide a unified view of company data. Wipro also worked with Janalakshmi to customize loan forms within the CRM system
As a result of building this solution Janalakshmi have been able to centralize large volumes of customer information bringing easier data management and with that improved customer service delivery. Significant improvements in core business processes have sped up the system and improved the overall customer experience. Reporting has seen substantial improvements with dashboards providing detailed customer analysis and highlighting potential new sales avenues as well as cross sell opportunities.