Responsive Lending, a financial lender based in Australia, operates in a highly regulated environment. Managing applicant data, ensuring compliance, and delivering a seamless customer experience were central to their operations. However, their reliance on a custom software solution from InVision Software proved costly and inefficient. The high expenses and lack of integration between multiple systems hindered their ability to scale and comply with industry standards effectively.
To address these challenges, Responsive Lending adopted Zoho One, a cost-effective, integrated solution, which transformed their operations by streamlining workflows, enhancing compliance, and improving customer engagement.
The Challenge
1. High Cost of Software
Challenges
- High Costs of Custom Software – The custom-built solution from InVision Software incurred significant costs for development, implementation, and maintenance.
- Fragmented Systems –InVision Software lacked the ability to integrate seamlessly with essential tools like Proviso, Equifax, and email communication platforms, resulting in data silos and inefficiencies.
- Compliance Challenges – As a financial lender in Australia, Responsive Lending faced stringent regulatory requirements, including the need to document all customer interactions securely and maintain audit trails.
- Manual Data Tracking – Tracking applicant data and interactions was labor-intensive and prone to errors due to the lack of automation and centralized data storage.
Solutions
- Zoho CRM Customization – Centralized all applicant data, including financial information, communication records, and application statuses, ensuring real-time accessibility.
Automated lead assignment based on applicant profiles, improving task allocation and reducing response times.
- Seamless Integrations
-Proviso Integration: Enabled automatic synchronization of applicant financial data, such as income and expenses, with lead records in Zoho CRM. Proviso-generated reports were attached to leads for comprehensive insights.
-Equifax Integration: Facilitated real-time credit checks during the compliance stage, allowing for swift and informed lending decisions.
-G-Suite IMAP Integration: Tracked all email interactions with applicants, ensuring a complete record of communication for compliance and customer management.
3.Web Forms for Data Collection
Developed tailored web forms (e.g., loan applications, privacy consent) integrated with Zoho CRM to automate data capture and processing.
E-signature capabilities ensured compliance with regulatory requirements by digitally capturing applicant consent.
- Workflow Automation
Automated workflows for key processes, including lead-to-deal conversion, document requests, and compliance checks.
Triggered actions like assigning tasks to sales representatives and sending email notifications based on lead status changes.
- Enhanced Compliance
Zoho CRM’s data encryption safeguarded sensitive applicant information, addressing regulatory requirements.
Enabled audit trails and centralized documentation of all customer interactions, ensuring transparency and adherence to compliance standards.
- Social Media Integration
Integrated Zoho Social with Zoho CRM to capture leads directly from platforms like Facebook and Instagram, consolidating all lead sources into a single system for better tracking and follow-ups.
- Cost-Effective Scalability
Zoho One provided a unified, scalable platform at a fraction of the cost of their previous custom solution, eliminating the need for multiple standalone tools
BlueNRG History
Based in Melbourne, Blue NRG was created in 2012 in response to the need for an electricity retailer that specializes in servicing Australia’s businesses only, with a focus on small and medium-sized business segment. Many large electricity retailers focus on the residential market and overlook customers who have higher electricity usage. Today Blue NRG provides electricity to thousands of businesses in Victoria, New South Wales, South Australia and South East Queensland.2.Zoho Desk Enhancements
Intelligent Ticket Assignment: Configured rules to assign tickets based on agent skillsets, specialties, availability, and department to increase efficiency and boost productivity.
Email Domain Routing: Set up dynamic email domain-based ticket categorization to streamline ticket resolution.
Improved Support Management: Enabled department-wise ticket tracking and automated escalations for high-priority issues.
Overview
Executive Summary
BlueNRG Guiding Philosophy
BlueNRG aims to understand its customers and their unique needs and is constantly striving to provide them the very best – the best customer service, the best possible price for their usage and the best user experience with a response time of fewer than 30 minutes. BlueNRG is also conscious of the impact of energy production on the environment, so they endeavour to give their customers the power to use less electricity and pay less for it.
Problem statement and key challenges
BlueNRG faced several challenges that prompted the need for structured implementation of their Zoho One Suite. They faced challenges with the following:
– Capturing and managing the Lead’s data from multiple Sources
– Lack of an Integrated suite of Applications leading to longer turnaround times
– Lack of Automations in Sales Processes and Marketing Journeys
– Unified Customer 360 Tracking for Sales, Marketing and Support
BlueNRG wanted a proactive solution to address these challenges and a Zoho Partner who can optimize their Zoho One setup to caters to their business requirements and customer needs.
Evaluation of the problem
To understand the business requirement, we connected with different stakeholders from BlueNRG at different stages, to get a clear picture of their expectations and pain points.
BlueNRG wanted to optimize the existing processes configured in the Zoho Desk and Zoho CRM Applications to improve the system efficiency and their team’s performance.
To analyze the data accurately and have a visualization of the data points, a variety of Reports and Dashboards were required to be developed.
To enhance productivity, automated workflows were needed, which could lead to better consumer satisfaction.
To create new opportunities, targeted Marketing & EDM Campaigns and Customer Segmentation were needed by the Marketing team. That aimed to give their customers the best of valuable suggestions and generate new opportunities for the business.
Proposed Solution
After understanding the requirements, we could evaluate that Zoho CRM, Zoho Campaigns and Zoho Desk would become the core of their Zoho One setup with a variety of ancillary applications such as Zoho Forms and Zoho Sign that could enhance their overall efficiency.
Zoho CRM will act as a central Customer database where the data from all the external sources will be stored and managed via third-party integrations like Spark and Accurassi. Zoho CRM’s integration with Accurassi will involve the sync function to sync the Customer’s personal information and the Form PDF with BlueNRG’s Zoho CRM Leads from the Webpage where Quote comparison will be done via Accurassi. Other functionalities include online forms built using Zoho Forms that can be embedded into websites and email campaigns, Zoho Sign for Contract Signing Automation with Spark, CRM Reports and Dashboards and workflow automation to enhance the Sales Process efficiency and help their users have a complete picture of the lead journey starting from lead generation to contract signing.
Configuration of Zoho Desk included the implementation of features like assignment rules, workflow automation, SLAs and Reports to help Agents track and address the enquiries raised by their customers efficiently.