Email: sales@simple.works
Bajaj Capital Limited (“Bajaj Capital”) is India’s premier “Investment Services” Company, with 50 years of experience in helping people protect and grow their wealth. It is their deep personal relationships with clients that truly sets them apart.
To better serve the need of clients and investors Bajaj Capital wanted to have a platform for managing their end-to-end business processes. To deliver superior customer service, they required an advanced ticketing system, a digital marketing system and to empower their sales relationship managers throughout the lead journey using lead management system and mobile application.
Client: Bajaj Capital Limited
Industry: Investment Management Company
Digital Marketing Platform – SimpleCRM digital marketing platform streamline all digital marketing related activities by giving Bajaj Capital complete control over the development, execution, and monitoring of campaigns.
They were able to segment leads and customers, run automated SMS and email campaigns, capture leads, and create landing pages on a single platform.
Reports and dashboard helped them analyse the campaign effectiveness and plan future digital marketing strategy like –
Sales Automation – SimpleCRM Sales Automation enabled Bajaj Capital in streamlining the complete sales process from lead capture to lead conversion into customer. Through the lead management system, they were able to capture leads from multiple channels –
Once the lead is captured, they were auto assigned to agents based on multiple parameters. They can schedule appointments and assign to Relationship Managers. RMs can Trigger alerts and notifications to internal and external stakeholders, check document and payment collection status through the system.
The mobile app enabled the agents and relationship managers to access the system anytime, anywhere. They can create, view and update lead dispositions, log activities, attach pictures and documents through the mobile app.
Reports and dashboards enabled the individuals and management to monitor sales performance.
Support Automation System – SimpleCRM Service Automation enabled Bajaj Capital to capture tickets from 11 email service inbound email accounts, calls, social media (Facebook, Instagram and Twitter) and WhatsApp chatbot. They can manage tickets with aging and TAT.
BPM processes are defined to route the ticket, define SLAs and escalations for different categories, types, and product wise tickets. Communicate with internal and external stakeholders is simplified using emails and history tracking of email/Calls/Meetings/Tasks.
Customer 360 helped agents to see all important information related to client on single panel to reduce time-to-find information and have a meaningful conversation with the client.
Management can analyze client problem areas and how well service team is solving the complaints using reports and dashboards.
Chatbot – SimpleCRM chatbot helped in improving customer experience by providing 24×7 access to important product and services links, product FAQs and different calculator links. The chatbot is capable of Agent handover for complex queries from visitors.
Management can analyse the performance of the chatbot through chat analytics and reports. The bot is integrated with WhatsApp for a seamless insurance policy online renewal process.
Integrations –
C-Zentirx integration for routing calls and dispose call logs in SimpleCRM with recording link.
Zoom webinar integration to automate the webinar registration process using landing page.
ValueFy system integration for Client portfolio report on SimpleCRM mobile app.
SuperRM system dashboard integration with SSO on SimpleCRM mobile app.
WealthMaker integration for Client Investment Report, Product Purchased, Client Documents.
