How an HFC is driving business growth through continuous customer connect
Khush Housing Finance
In 2017, Awaaz.De spoke to Khush’s MD, Amit Magia and Director, Shekhar Ghotgalkar about how they can make their operations more efficient. Their customers were from the economically weaker sections of Tier-II, Tier-III cities in Maharashtra, Gujarat and Rajasthan which is why Shekhar felt that their current efforts to send reminder for EMI payment over SMS was unsuccessful. Their customers com- prised of bike mechanics, local tailors, vegeta- ble vendors and very small kirana shop owners who were unable to read or understand the SMS sent by Khush.
They also has a tele-calling team but were un- able to contact all their customers because of the cost of hiring multiple executives for Marathi, Gujarati and Hindi. Shekhar strongly believed that to run a sustainable business in the long run, Khush needs to have a constant connect with their customers over the life cycle of the loan.
Awaaz.De’s cost is ‘90% less than telecalling’
Awaaz.De’s recommendation was for Khush to use the powerful medium of voice to connect with all their customers. The solution of sending automated ‘EMI Reminder and Wel- come Calls’ in the vernacular language combined the benefits and eliminated the problems of both tele-calling (voice-driven but very ex- pensive) and SMS (inexpensive, standardized but ineffective with micro-housing customers).
Khush integrated Awaaz.De into their strategy of business growth driven by enhanced customer experience and customer connect.
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How the technology works
Borrower gives cash to the loan officer
Loan officer enters payment details to the tab
Data gets registered in MIS
MIS calls Awaaz.De's API
Awaaz.De sends call with unique details to the borrower in local language
Dear Customer, Greetings for the day from Khush Housing Finance! Your EMI amount of Rs <5,233> would be due on <5th> day of every month. Please ensure there are enough funds in your savings account.
If you wish to speak with our customer care executive, please press 5.