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Improved Message Delivery Success Rate 42%

Achieved customer satisfaction score 91%

Client Overview

Our client was a prominent US-based money lending company renowned for its expertise in merchant cash advancements and digital payments. They excel at connecting consumers with accessible capital through their intuitive online platform. Their financial services include personal loans, payday loans, and cash transfers. With a focus on providing swift and dependable financial solutions, they cater primarily to those seeking alternative financing options. Their user-centric approach ensures that clients receive efficient and reliable services tailored to their needs.

Challenges

The client reached out to us for a scalable and secure solution to address their challenges and enhance efficiency in managing client interactions. When they approached us, they encountered several challenges in managing their client interactions:

  • Limited Communication Channels: Relied only on Facebook Messenger, which hindered efficient client interaction.
  • Data Management Issues: Poor management on Facebook has led to missed opportunities and disorganization.
  • High Volume of Messages: The overwhelming message volume had delayed their responses.
  • Follow-Up Difficulties: Ineffective follow-up and reminder systems had impacted client engagement.
  • Timely Updates: They faced challenges in providing updates on financial transactions.
  • Client Database Organization: Managing a large client database has been cumbersome.
  • Security Concerns: Risks with third-party platforms have jeopardized data security.
  • Manual Process Inefficiencies: Errors and inefficiencies arose from manual processes.

Solutions

By implementing our Salesforce Messaging App—Lead Manager Ninja, we effectively addressed the client's primary challenges. Here’s how it resulted in optimal outcomes:

  • Unified Communication: Enabled direct messaging via Salesforce across multiple channels like WhatsApp, Facebook, and Telegram.
  • Efficient Response Handling: Improved response times for high message volumes.
  • Automated Follow-Ups: Set up automated follow-ups and reminders for better client engagement.
  • Instant Updates: Facilitated quick updates on transactions and loans.
  • Organized Client Data: Integrated and streamlined client data within Salesforce.
  • Enhanced Security: Ensured data security and GDPR compliance.
  • Process Automation: Automated tasks to reduce errors and save time.
  • Ninjabot Integration: Deployed a 24/7 chatbot for real-time support.

Qualitative Results

Before
After
Message Delivery Success Rate

Before: 70% delivery success rate

After: 100% delivery success rate

Result: 42% improvement in delivery success
Message Sending Time

Before: 10 minutes per message

After: 5 minutes per message

Result: 50% reduction in sending time
Response Time

Before: 60 minutes average response time

After: 36 minutes average response time

Result: 40% decrease in delayed response time
Client Inquiries

Before: 200 inquiries per month

After: 250 inquiries per month

Result: 25% increase in client inquiries
Client Satisfaction Score

Before: 70% satisfaction score

After: 91% satisfaction score

Result: 30% increase in client satisfaction scores
Missed Reminders

Before: 40 missed reminders per month

After: 8 missed reminders per month

Result: 80% reduction in missed reminders
Data Breach Risk

Before: 50 data breaches per year

After: 15 data breaches per year

Result: 70% reduction in data breach incidents
Employee Time Savings

Before: 10 hours per week on repetitive tasks

After: 6 hours per week on repetitive tasks

Result: 4 hours saved per employee weekly
Manual Errors

Before: 8% manual error rate

After: 2% manual error rate

Result: 75% reduction in manual errors

Boost your Client Interactions with our Salesforce Messaging App – Lead Manager Ninja!

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