Improve customer retention, collections, repayment rate and detect frauds through Awaaz.De. Digitize your financial services through Awaaz.De’s data-driven solutions.
360° Customer Connect
Market-proven solution for financial services
30%
Increase in timely repayments
95%
Reduction in OpEx
12+
Vernacular languages
1Cr.+
Monthly reach
User Journey
Meet Sheila, a homemaker from a rural village in India. Sheila doesn’t have access to information about new financial products or services, because she lives in a remote location. But she recently learnt about tailoring as an additional source of income, and the process for applying for a group loan. Sheila learned the skills required to operate a sewing machine, and is planning to start a sewing business to support her family financially. For the same, she applied for a loan with a Khushi Small Finance Bank in her area.
Sheila is updated about the status of her loan application and gets a confirmation upon approval through Awaaz.De’s vernacular calls. She doesn’t have to wait for the Credit Officer to visit her to be updated.
After approval, Sheila gets notified over call that the loan amount has been disbursed into her account, and she withdraws cash to purchase a sewing machine.
Post disbursal, Sheila gets a story-based call explaining the process of paying the EMIs digitally through UPI. The call helps her in understanding digital payments through studio-recorded edu-tainment podcasts in vernacular languages.
Sheila starts her business and saves money to pay the loan installments digitally via UPI. EMI reminder calls from the financial institution help her to make timely payments as her busy schedule makes it hard to always keep track of the repayment date. After paying her installment, she gets a payment confirmation call.
In cases where she has overdue payments, Sheila gets an overdue notification call to inform her and allow her to express her intent to repay, or report a discrepancy.
Sheila sees success in her business and decides to opt for another loan to scale up her business. She responds to pre-approved loan calls from the same financial institution and applies for a fresh loan. She also finds out about a newly launched savings product and follows up with the nearest branch to apply.
Throughout the process, Sheila is in direct contact with the financial institution through automated, personalized and vernacular calls – a 360° Customer Connect with Awaaz.De!
Key Features
Stay engaged with customers throughout loan lifecycle
Package of most critical communications throughout the loan lifecycle kept updated with industry best practices and direct field research
Market-proven communications for increased collections efficiency
Market-proven content iterated over billions of messages and optimized to drive business results
Smart message scheduling
Time the message to maximize reach and behavioral nudge
Detect discrepancies
Early warning and red flag systems to spot anomalous activity down to branch level
API for automation
Integrated with payment gateways and core banking systems to send messages and collect installments with zero systems integration
Omni
Awaaz.De’s platform enables multi-channel communication for deep customer engagement and delightful user experience tailored for the last-mile audience through hybrid messages that span voice, text, image, and video across all modes of mobile messaging: call, SMS, and apps.
Omni combines the strengths of each messaging mode to deliver memorable communication that drives behavior change. Omni supports payment confirmations, payment enabled communications, overdue notifications, and other use cases.
Compliance
Omni Payment Confirmation
"..this call is to confirm that your loan installment of Rs. 3,000 has been received on 2nd Feb. You will receive an SMS confirmation shortly after this call."
User listens to voice call to understand effectively
Hello from Khushi SFB. Your loan installment of Rs. 3,000 has been received on 2 Feb. Thank you for timely repayment of the loan installment.
User receives SMS as a durable record after voice call
"..this call is to confirm that your loan installment of Rs. 3,000 has been received on 2nd Feb. You will receive an SMS confirmation shortly after this call."
SMS as backup when user does not receive voice call
Omni payment confirmations are a more user-friendly, RBI-compliant, off-the-shelf, cost-effective replacement for basic SMS confirmations. Call delivers a trusted, literacy-proof message, and SMS backs it up with a durable record.
Collections
Payment-Enabled Communications
With payment-enabled communications, send UPI-enabled, pre-populated deep digital payment links to significantly increase collection efficiency at lower apex.
"..this is to remind you that your loan installment of Rs. 3,000 is due on 4th Feb. You can repay via UPI by the link sent to your phone via SMS shortly after the call ends."
Listen to voice notification
Hello from Khushi SFB. Your loan installment of Rs. 2,200 is pending. Please click on the below link to pay instantly:https://pay.khushisfb.in/2t4 xa5b
Receive payment-enabled SMS
Click and pay via any UPI app
Link is delivered immediately after voice call reminder to highlight SMS in inbox, provide relevant context, and give a perfectly-timed nudge to increase payment conversion over ad-hoc link generation.
Overdue Messages
With Awaaz.De’s optimally-timed overdue nudges, remind the customers regarding their pending installments - market-proven to increase the likelihood of repayment.
"..this call is to confirm that your loan installment of Rs. 3,000 scheduled for 2-Feb is overdue. Kindly repay at the earliest. You will also receive an SMS reminder shortly after the call ends."
User listens to voice call to understand effectively
Hello from Khushi SFB. Your loan installment of Rs. 3,000 scheduled for 2nd Feb is overdue. Kindly repay the scheduled instalment at the earliest. Thank you.
User receives SMS as a durable record after voice call
Partners
Since inception, Awaaz.De has supported 20+ financial institutions to advance business while creating a social impact. Click here to read client success stories
