Qilin Lab

Case Study #1

How we helped to upload their own business logic in Excel to their CRM ?

Diamond Star Group Financial was formed in Vietnam. It commenced operations early 2016 in Vietnam and has now operations in 35 locations across the country with four offices in Ho Chi Minh City, Hanoi, Da Nang, Can Tho. We provide a digital marketplace for demand & supply.

Diamond star financial services

Date: Dec 2019
Website: www.diamondstarfinancial.com.vn

Diamond Star Financial Services is the fastest growing distribution platform for financial products & services in Vietnam which bring financial institutions and customers together. Which means that their main goal was to get to their customers as soon as possible and provide them the appropriate solution.

Overview

Diamond Star Group reduces their customer response time.Our client is the fastest growing distribution platform for financial products & services in Vietnam which bring financial institutions and customers together. Which means that their main goal was to get to their customers as soon as possible and provide them the appropriate solution. They were facing an issue that their response time was too long. We reduced their customer response time from 12 – 24 hrs to 3 mins.

The Challenge

1. Customer Fills up the Form

As a company providing financial services, they had run a campaign on Facebook. They had asked people who were interested to fill up a form with their contact details and the required services on the same platform.

2.Leads

The back end team used to download the prospective leads only twice daily. This will done in csv format and then mailed to the IT team.

Duration

3. Telecaller Window

The leads that are entered by the IT team appears on the caller window without any prioritization, ie; increase in number of enquiries which may need attention of different departments.

Duration

4.Tellecalling

Tellecallers contacts the leads or enquiries without knowing no segregation is done. Once the tellecaller finds out that a particular customer needs to be attended by a different department, the contact is given to someone else. The whole process was taking too long and there was a delay in contacting the customer.

Total Duration

The Approach

Solution

First of all we found the exact problem. The dynamic leads needed to be automated and segregated based on the source of lead etc. We implemented Webhooks API integration. Now the new process is as follows.

1. Customer Fills up the Form

2.Leads

Leads are pushed to the CRM on real time which takes only 2-10 secs. It doesn’t need any manual intervention.

Duration

3. Telecaller Window

Digital media leads are given highest priority for calling on tellecaller window and appears on top.

Duration

4.Tellecalling

Tellecallers calls the lead.

Maximum Duration

Result

Our client came to us stating that there was a lot of delay in contacting their customers, and their conversion rate of prospective customers was very low. After we resolved the issue, they are able to call a lead as soon as possible and their conversion rate has increased by 30%.

Details

Taking Diamond Star Group to The Next Level

Testimonial

“I can’t believe it took us this long to make a change. So happy that we did. Numbers don’t lie.”

MR. MINH HO, COO, DIAMOND STAR

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