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IFFCO Kisan Finance Success Story

- SAN Softwares

IFFCO Kisan Transformed its customer support operations in collaboration with SAN Softwares’s innovative solutions.

Success Story of IFFCO Kisan Finance

Introduction

The case of IFFCO Kisan Finance, an established leader in agri-finance, shows how this firm shifted the customer support service through SAN Softwares. IFFCO Kisan used high-end SAN Softwares solution in making the process more efficient and answering in less response time with further positive elaboration in customer satisfaction. The following is a research into how SAN Softwares helped IFFCO Kisan to achieve exceptional results through streamlined communication and ticket management

About IFFCO Kisan Finance

IFFCO Kisan Finance is a fully owned subsidiary of IFFCO and stands as one of the top financial services providers in India catering to its rural as well as its agricultural sector. IFFCO Kisan offers a myriad of products and services for farmers as well as agri-business. The biggest challenge that IFFCO Kisan was facing was handling a single minute response to thousands of customer inquiries and support requests spread across its wide network; hence, they partnered with SAN Softwares for a comprehensive solution.

IFFCO Kisan Finance Case Study

Problem Statement

Issues were very significant before implementing SAN Softwares, that is, the quality of customer support issues IFFCO Kisan had to endure both for customers as well as the internal team working. Some of them were as follows:

  • Chaotic Customer Support: IFFCO Kisan had no streamlined process in its customer support system. Consequently, the quality of communication with clients was inconsistent. In other words, the lack of an organized system means that customer issues often went unresolved or were delayed.
  • Inefficient Ticket Handling: The company's inner ticketing was managed in a manual and error-prone system, which resulted in irregularity of handling and delay in solving the complaints from the customers.
  • Lack of Call Records: They did not have an organized system for the recording of calls and their tracking. This made it challenging for the team to handle records of these communications with customers, thus making follow-ups hard and fail to understand recurring issues.

Solutions We Provide

SAN Softwares supplied the following solutions to the needs of IFFCO Kisan and boosted the level of their customer support operations:

  • SanCCS - Call Center Solution: SAN Softwares has deployed SanCCS, on-premise call center solution that streamlines customer interactions. This allows IFFCO Kisan to route calls appropriately, track call data, and provide personalized support to customers. The system ensured that every inquiry was responded to immediately, with minimal possibilities of missed calls.
  • SanTMS (Ticket Management Software): SanTMS has enabled IFFCO Kisan to drastically transform its ticket handling process. It helped log, classify, and resolve the customer complaints in a very efficient manner. Each Support Ticket was tracked from creation to closure, which ensured that no issue was left unattended to.
  • WhatsApp Chatbot: SAN Softwares had inducted a WhatsApp chatbot as a part of the customer service strategy of IFFCO Kisan. The WhatsApp chatbot offered instant support, helped answer frequently asked questions, and routed complex inquiries to relevant agents. This way, the customers could raise their concerns through the WhatsApp chatbot in a very hassle-free and time-effective manner.

Results

After IFFCO Kisan implemented SAN Softwares' solutions, they noticed several improvements regarding the customer support performance as follows:

  • Customer Service has improved: With SanCCS, customer calls are being routed better with faster responses and better client experience.
  • TAT (Turn Around Time): SanTMS ticketing has been integrated into the IFFCO Kisan, thereby reducing the turnaround times related to redressal of complaints. This ticket management system streamlined the response process so automatically the complaints were addressed quickly.
  • Better Record: There is proper storage of call logs and customer records. In this way, now IFFCO Kisan has the whole record that allows it to further track and analyze past interactions.
  • SAN Ticket Management Software: Simple ticket handling was made possible by the introduction of SanTMS, with customer complaints and queries getting tracked in real time with minimization of manual errors and all issues being responded to within time.
  • Improved Team Productivity: It increased productivity and efficiency through better tools for managing calls and tickets, allowing IFFCO Kisan's customer service team to address a much higher volume of queries while not compromising with quality.

Impact

After implementing our customized solution for IFFCO Kisan Finance, the company experienced remarkable improvements across multiple areas. Their customer service processes became more streamlined, enhancing satisfaction and quicker issue resolution. Sales productivity significantly increased, allowing their team to close deals faster and more efficiently. The automated support system also led to faster response times, improving overall customer interactions. This transformation positioned IFFCO Kisan Finance to handle a higher volume of clients while maintaining top-tier service, showcasing the powerful impact of our tailored approach.

Customer Support Response Time
Improved:

0 %

Missed Customers Calls
Reduced By:

0 %

Productivity
Increased By:

0 %

Words From Client

"At IFFCO Kisan Finance, we are utilizing the SANCCS Omni Channel platform to fully automate our communication channels. This includes all inbound and outbound office calls, along with their mobility solution for providing IT support outside of regular business hours. We have also automated our credit processes, greatly enhancing our operational efficiency."


Rajeev Tomar (CTO)

IFFCO Kisan Finance

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