Vodafone India Limited (https://www.vodafone.in/)
Customer Lead Management
Customer Acquisition Process
Client was using a software named ‘SuperCC’ as a dialer solution in their call center for generation of leads for the postpaid customer acquisitions. All the leads were logged in this ‘SuperCC’ software only and those were exported in Microsoft Excel files. The lead data from these exported files were then manually segregated as per the different regions and circles for allocation to sales and field executives for customer acquisition process. This was a time-consuming process and it required extraction of the data from ‘SuperCC’ multiple times during a day and repetition of allocation activity. In this manual activity, many times it happened that after receiving the leads, the sales/field executives were not attending the cases or the leads were sold in the open market to competitor. This was a huge revenue leakage for the clients.
RCSL developed an enterprise mobility solution and integrated the ‘SuperCC’ with our platform. We developed a web and android application for improvement of this lead management process. As soon as a lead was generated in the ‘SuperCC’ it was synced with our system and our system was auto allocating the lead to the sales/field executive allocated for the specific pin code location. The field executes were equipped with the Android mobile app of lead management. As soon as they receive the lead, they need to visit the customer place and capture the required details like photograph, PoI (Proof of Identity), PoA (Proof of Address) and other required details. Once all the details were captured from the mobile app, the data was uploaded on the server for allocation to centralized desk for final audit. The geo-coordinates of the sales/field executives were also captured by the Android app as an evidence of the customer visit.
• Generated Leads vs customer acquisition ratio improved
• Faster customer acquisition
• End to end tracking of the customer lead and progress
• Digital copy of the documents available for handy reference
• Improved customer satisfaction.
• Data security of leads