A renowned NBFC, known for its massive base of Consumer Loans

Achieved Spurt in Growth of recoveries, for its Consumer Durable loans


Situation:

Our Client wanted to consolidate their numerous vendors and work with a few preferred partners. They were seeking a reliable & high performing partner | agency to manage their operations across a much bigger geographical area.

Task:

Acento got down to ramping up the team with Field agents, Tele-callers, Team Leaders, and Supervisors and set up a back office within 15 days. We also had to ensure that efficiency and effectiveness did not affect performance.

Action:

Within seven days, we ramped up the team two fold and trained them to get results. We identified our client’s geographical area, thereby, appointing and deploying the team ensuring optimum use of their core strengths.

Result: Client increased their portfolio assigned to us by 400%, within three months. Our resolution was standing at 95%. Market penetration also increased by a whopping 200%. The Client was impressed and retained us as the preferred performing partner for the majority part of the portfolio.

A named NBFC in the Home & Business Loan vertical

Recovered for our client, Business Loan and Housing Loan worth Crores from defaulting a customer


Situation:

A Customer had stopped paying his outstanding loan against the Business Loan & Housing Loan taken by him, for more than a year. It is common occurrence that some Customers evade paying their loans on some pretext or the other. There are also some defaulters who become untraceable.

Task:

The defaulter is this case, had three different loans at the tune of Rs 30 Crores… and he was untraceable. This had to be recovered within a period of three months.

Action:

The defaulting customer was traced through meticulous investigation. We also tapped into leads received through relatives and other contacts like Company Directors and employees. We then worked towards scenario which involved displaying the cohesive influence of the NBFC, the Law Enforcement Agenciesy. along with Acento’s Senior Management team.

Result: Successfully convinced the defaulting customer to make the payment in 3 installments across a period of 4 months. The solution was customised and we were handholding the customer along the way.
Our Client rewarded us with other high profile cases on a regular basis.

A leading brand in the Healthcare industry

Initiated Geographical Expansion & Growth in Sales


Situation:

The Client had 50 running Clinics and wanted to expand to 100+ Clinics in a period of one year.

Task:

Client wanted clinics to be established in Metro and Tier 2 locations. In this case, Custom Lead Generation and an increase in footfalls, that too in Metro and Tier 2 locations was the major task. Geographical and demographical outlooks had to be maintained.

Action:

We generated more than 10,000 leads. Month after month, rigorous follow ups on the leads were done to ensure maximum footfalls in the Clinic. Apart from quantity, we ensured quality maintenance to reach the targeted audience.

Result: After delivering upwards of 3,000 footfalls month after month, our Client was satisfied and quite happy. By exceeding our target we also helped the client to achieve their ROI target.

An industry leader in Blood Sample Collection

Achieved increase in sales via customer service


Situation:

The client had an ongoing extensive marketing campaign. They had their hands full trying to attend the 100% of inbound overflow of calls. Also, there were 60,000 touch points (Phlebotomists | Lab Technicians) collecting blood samples, across the country.

Task:

Assigning Phlebotomists to the 150,000 leads per month, it was a major task for the client. Also, there were operational challenges matching the schedules of appointments viz-a-viz the Phlebotomists. This let to many cancellations of appointments, thereby, leading to loss of business and brand name.

Action:

We designed the in-house CRM to assign tasks to the Phlebotomists. We also managed the overflow of calls and paired the sample collection schedules of the customers with the Phlebotomists. Through close-loop of calls with the customer as well as the Phlebotomists, we ensured regular follow up was taking place. On completion of the testing, blood reports were digitally shared with the customers. We also populated data in CRM and provided it to the client at regular intervals.

Result: In three months we achieved a reduction in Appointment cancellation by 73%. The Client’s CSI increased by 57%. Our Customer Relationship Management helped us to Upsell & Cross Sell by 22% for our client.