Frontier Markets Integrates with Verloop.io-powered Bots to Empower 500,000 Rural Households
Customer Company Size
Mid-size Company
Region
- Asia
Country
- India
Product
- Meri Saheli App
- Verloop.io
- WhatsApp Chatbot
Tech Stack
- AI-Assisted Bots
- WhatsApp Business API
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Machine Learning
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- E-Commerce
- Software
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Replenishment
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Frontier Markets is a social tech commerce platform focused on rural India, providing last-mile products and services through an assisted commerce model run by rural women entrepreneurs called Saral Jeevan Sahelis. Operating in 3000 villages, the company manages over 12,500 Sahelis using the Meri Saheli App to facilitate access to products and services in agriculture, digital inclusion, home appliances, clean energy solutions, essential services, and finance for over 500,000 customers. The platform aims to empower rural women and enhance the quality of life in rural areas by providing access to essential products and services. Frontier Markets has partnered with Verloop.io to enable rural customer browsing with AI bots, further enhancing its service delivery and customer engagement.
The Challenge
Frontier Markets faced significant challenges in reaching rural households effectively. Disseminating accurate information and validating it was a major hurdle. The company had an active customer call center to keep Sahelis updated about new product launches and to assist end customers in understanding product features. However, the onset of the pandemic exacerbated these challenges, as rural households were uncertain about timely deliveries, and Sahelis spent excessive time on phone calls. The company sought a digital enabler to extend its reach to 3000 villages and 500,000 households. The increasing smartphone penetration and widespread use of WhatsApp in rural markets led Frontier Markets to explore WhatsApp Chatbot as a solution. However, finding a vendor to effectively implement this solution was challenging, as not many were solving chatbot use cases in a mature fashion. Additional challenges included obtaining consent from rural customers for messaging, sharing communications in native languages, and designing unique bot flows for the rural market.
The Solution
Frontier Markets implemented a solution using WhatsApp Chatbot powered by Verloop.io to address the challenges of reaching rural households. The solution involved creating a collaborative ecosystem with WhatsApp Chatbot and Sahelis, enabling Sahelis to increase their sales and map customer conversions to their monthly sales. The tech-enabled app allows Sahelis and branch staff to manage schedules, update order information, view training modules, and receive notifications. The user interface is designed in Hindi and is voice-enabled for a customer-friendly experience. The application includes features like data collection, work management, and product browsing with AI Assistance. The bot sends outreach messages to Sahelis about new product launches, performance updates, and hiring requirements. It also informs rural customers about new products, features, post-sales logistics, and repeat purchase reminders. Each Saheli is mapped to a village and onboards rural households via the MySaheli app and WhatsApp chatbot. Sales via the bot are mapped to the respective Saheli, and end-user details are entered into the Meri Saheli app, which interacts with the bot to send outbound messages. This Phygital model, combining physical and digital elements, has been successful in sustaining and running the ecosystem.
Operational Impact
Quantitative Benefit
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