Sparsh began by creating a tailor-made CRM program for which the client provided the database. Sparsh handled two key processes, which include -
Presales customer interaction
For the presales customer interaction process, Sparsh operates from Mumbai, Gurgaon, Kolkata and Bangalore. The process involved fixing up appointments between potential customers and client’s financial consultants. In addition, Sparsh provided a comprehensive customer relation module enabling the client to reach out to a set database of customers. Sparsh profiled customers in the database and carried out tele-calling. Sparsh team was trained on efficient process handling. The process involved –
- Data cleaning
- Customer email response
- IVR calling
- SMS response
- Brochure request
- Back check to verify the meeting of financial consultants with customers
Telemarketing
Sparsh offered comprehensive end-to-end customer relation module to help the client win new customers. Sparsh’s team generated leads, listed customers based on their need for a savings or investment option and then, based on the customer interest, pitched the product information and benefits to the customer. Following this, an appointment with the field executive was fixed while ensuring the dates and time is coordinated among them. The team also coordinated with field executives for enforcement and payment collections.
Impacts delivered
- Achieved all client SLA’s
