As per the customer acquisition process followed by client, when the customer applies for a new mobile connection, the customer has to visit the nearest retailer, fill the CAF (Customer Acquisition Form) and submit the same with passport photograph, photocopies of PoI (Proof of Identity) & PoA (Proof of Address). These physical copies of the documents were then sent to the nearest distributor location. Distributor to stamp and sign those documents and then those were picked up by the logistics partner from distributor location and delivered to the central audit center for further processing. Due the physical movement of the documents the cost of customer acquisition was extreme high. At central audit center, the physical documents were audited and data entry was done based on physical documents. This was a time-consuming process and due to that it was taking between 2-7 days in customer acquisition.
We developed a CAF scan-based document management system for client. As a part of this system, we developed a custom scanning software and data entry and audit software as per the need and process followed by client. This scanning software was installed in the machines of around 2500+ distributors located across urban and rural areas of 10 different states in India. Using this software, the scanned images of the CAFs were uploaded in our central file server. The data entry and audit software were provided to 3000+ data entry operators and QC team members working from the central locations of RCSL. The scanned images were allocated to these operators in FIFO (First in First Out) order for auditing purpose as per the guidelines of DoT (Department of Telecommunications) in India. Once the QC is done and Audit is positive the mobile number of the customer was activated immediately.The data collected using the data entry software was auto synced with the central CRM of client through an automated process to avoid any data loss and immediate availability of the data for the customer service team. We managed a volume of 4.5 million scanned CAFs per month using this software with the TAT of 30 minutes in customer mobile number activation for 99% cases of the images uploaded by the distributor.
• The customer acquisition cost reduced by 70%
• Regulatory compliance improvement
• Faster customer acquisition
• End to end tracking of the customer documentation
• Scanned images of the CAFs for immediate retrieval in case of any legal issues
• Improved customer satisfaction.