Automated Customer Relationship Management for Microfinance in Africa

Transcription

1 Automated Customer Relationship Management for Microfinance in Africa

2 E-alert is a system designed to automate customer services management through SMS technology Bulk SMS Marketing: 200,000 SMS sent per second 24/7 two-way communication between MFI and account holders 2

3 Introducing XCORE E-alert MFIs and banks in Africa continue to face the challenge of communicating efficiently and cost-effectively with their clients. Companies that value customer relationship management want to create longer and more loyal relationships with their valued customers. With increasing competition, MFIs face the challenge of providing even more customised services to their clients to develop loyalty and improve the management of their loan portfolio. Following extensive consultations and the partnerships developed with more than 20 MFIs in Africa to design a system to introduce efficiency in these operations, XCORE E-alert was developed. XCORE E-alert is an independent application module that runs separately from the bank s core banking application but connects to the database to enhance the banking operations for the MFI while introducing real benefits for the account holder by sending electronic alerts. Thanks to Microlynxe s unique and cutting-edge technology, this electronic alert system combined with our mobile banking system is bringing true revolution to the way microfinance institutions mange their client relationships while introducing tangible improvements to their back office operations. 3

4 XCORE E-alert s Advantage Microlynxe is the sole custodian of the innovative XCORE (Extreme Concentration On Reality Engineering and Automation) technology, which is an acronym encapsulating our philosophy that operations should drive IT instead of IT driving business. XCORE is engineering based on analysing the reality of MFI s daily activities, developing systems that fully capture all pertinent issues faced by the MFIs. More efficient and inexpensive way for the MFI/bank to maintain a close and more personalised relationship with its clients, bringing true flexibility and convenience. Designed with MFIs in mind with multi-functionality such that smaller MFIs can choose bank-driven mode while larger MFIs and banks can acquire the full-package including customer-driven mode (SMS Banking). MFIs and banks can offer clients 24/7 access to their accounts from anywhere and allow them to receive details of last 3 transactions on their savings account by SMS. Banks/MFIs can send notification on transaction status and inform clients on minimum payment and due date on their loans easily. E-alert provides MFIs with an audit trail of financial transactions carried out by their various officers, providing for more transparency and reducing the risk of fraud. Clients will also be able to confirm their transactions instantly through immediate SMS notifications. 4

5 Key features of XCORE E-alert XCORE E-alert features Send Debit Alerts: Banks can send immediate notifications of account debits to clients Send Credit Alerts: MFIs and banks can send instant notifications to clients when account is credited Loan Instalment Due: Send reminders to borrowers on loan payments due leading to better portfolio management Salary Alert: Account holders will receive notifications when their salaries are paid into their accounts Deposit Maturity: Automatically sends notifications to customers when their deposit maturity is approaching Birthday Wish Alert: Closer relationship with customers by automatically sending them birthday wishes User friendly interface XCORE E-alert is a modern and cost effective customer relationship management system and provides key benefits to microfinance institutions customers including the ability to get through SMS the account balance, get multiple account balances, place a cherub book request, place a stop cherub payment request, get information on the last three transactions. The bank-driven module of E-alert operates as an automated supervisor and communicator which governs most activities in the banking operations which are otherwise monitored manually by supervisors and internal audit, providing real-time reports on activities. Automated Supervisor: Automatically monitor activities and provide real-time reports on activities to managers Transaction Information: Account holders can query the bank via SMS for details of their last 3 transactions Balance and cheque book requests: Customers can request a variety of services through SMS 5

6 Modules CORE MODULES Debit Alert Credit Alert Loan Instalment Due Loan Expiry Alert SMS Messenger Birthday Wish Alert Automated Supervisor Balance Requests Deposit Maturity Salary Alert Loan Disbursement Cheque Book Request Transaction Information Stop Payment Request Notification Bulk SMS Marketing 6

7 Core modules key functions Automated Supervisor Credit Alert Debit Alert Loan Instalment Due System designed to govern most activities in the banking operations which are otherwise monitored manually by supervisors and internal audit, providing real-time reports on activities. Teller limit monitoring through alerts to the branch manager The customer receives an SMS notification anytime his/her account is credited. The message will include the Amount, Date and the Account Balance after the credit transaction in the Currency the account is running. The customer receives an immediate SMS notification anytime his/her account is debited. The message will include the Amount, Date and the Account Balance after the debit transaction in the Currency the account is running. Automatically sends an SMS notification to customers whenever their loan instalment is due for payment and there is not enough balance in their savings account to settle the amount. The message will be configured to provide all relevant information. Loan Disbursement Deposit Maturity Salary Alert Customer Driven Mode E-alert sends an SMS Notification to customers the moment their loan application is disbursed into their account. The message will contain the Amount disbursed, Date disbursed and the balance of the account after the disbursement. The customer receives an SMS notification when his/her Fixed Deposit Matures. The message will contain the Date of Maturity, the Amount used to open the Fixed Deposit, Interest Earned and the Total Matured Amount. Customers who use the bank to receive their salary are notified the moment their account is credited with their salary. The message will contain the Amount, date credited, total balance of the account after the salary credit. XCORE E-Alert receives and reads customer request through SMS, processes the request and respond to it accordingly. The product has predefined services that come as default wherever the application is deployed. 7

8 Network configuration 8

9 The future of microfinance client management Using modern programming language and technologies, Microlynxe has designed an innovative software solution to bring secure, simple and reliable automation of microfinance banking operations. Real-time overview across multiple branches and Head Office of field officer activity: Allows you to know what your officer have collected or paid out on the field as they transact, how many clients they served and when. Flexibility: M-banker is designed to work on both Android and IOS run mobile devices (smartphones and tablets) and is independent of the mobile telephone operator in the country. M-banker will enable the MFIs to work both online and offline, seamlessly transmitting information from the mobile devices to the core banking system. This unique offering helps microfinance banks to meet business needs like streamlining operations, introducing new products, reducing costs, improving efficiencies and customer service, and ultimately increasing revenues while reducing risk. MFIs can now easily extend services to new areas through partnerships using a smartphone and quickly deploy new products such as micro-insurance that require large networks. Secure, robust, reliable, scalable and fully integratable to meet the future challenges of modern microfinance operations. 9

10 Given the importance of technology in microfinance operations today, you need a partner you can trust A good and appropriate MIS lowers transaction cost, increases productivity, reduces risk of failure, and pushes the boundaries beyond bricks and mortar infrastructure to carry out business. Exactly what a growing African financial institution needs today. 10

11 technology you can trust Ellis Avenue Apino-Plaza Ahodwo, Kumasi P.O. Box 4252 Adum, Kumasi, Ghana 7 Matekula Country Estate, Dickens Road Barbeque Downs, Johannesburg, South Africa Telephone: ; address: info@microlynxe.com 11