Frontier Markets Integrates with Verloop.io-powered Bots to Empower 500,000 Rural Households
公司规模
Mid-size Company
地区
- Asia
国家
- India
产品
- Meri Saheli App
- Verloop.io
- WhatsApp Chatbot
技术栈
- AI-Assisted Bots
- WhatsApp Business API
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
技术
- 分析与建模 - 机器学习
- 功能应用 - 远程监控系统
适用行业
- 电子商务
- Software
适用功能
- 销售与市场营销
- 商业运营
用例
- 补货预测
- 远程资产管理
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Digital Transformation of Atlanta Grout & Tile: An IoT Case Study
Atlanta Grout & Tile, a Tile, Stone & Grout restoration company based in Woodstock, Georgia, was facing challenges with its traditional business model. Despite steady growth over the years, the company was falling behind the web revolution and missing out on the opportunity to tap into a new consumer base. They were using independent software from different vendors for each of their department information and workforce management. This resulted in a lot of manual work on excel and the need to export/import data between different systems. This not only increased overhead costs but also slowed down their response to clients. The company also had to prepare numerous reports manually and lacked access to customer trends for effective business decision-making.
Case Study
IFFCO Boosts IT Performance and Innovates Agriculture with Oracle Cloud
Indian Farmers Fertiliser Cooperative Ltd. (IFFCO), the world’s largest manufacturer and marketer of fertilizers in the cooperative sector, was facing several challenges in its quest to innovate and improve the livelihood of farmers in India. The organization had recently launched a new product, nano urea, which brought new demands to IFFCO’s cloud computing needs. The organization needed a reliable cloud vendor to support the processes of 6–7 new manufacturing plants during the upcoming year, enhancing its production capability 300–350 million bottles of nano urea to meet increasing demand. IFFCO’s cloud adoption was driven by a need to innovate. The organization wanted capabilities for a dynamic business that can adapt to the changing needs of the market while growing fast. However, it was inhibited by rigid on-premises data center deployments and the overhead of maintaining legacy systems. IFFCO wanted to apply the elasticity and availability of cloud for improving overall performance of applications at lowest possible operational overhead. Lastly, IFFCO needed to provide the benefits of its technology to all its stakeholders, including employees, members, transporters, and farmers, some of whom have limited literacy. To accommodate all stakeholders, IFFCO wanted to add a voice interface to its applications.
Case Study
7-Eleven Philippines Enhances Customer Support with Freshdesk
7-Eleven Philippines, a pioneer of 24-hour convenience stores in the country, was facing challenges with its customer support system. The customer support was outsourced to an external vendor, which resulted in limited visibility into customer query patterns and performance metrics. The company had no transparency into the vendor's analytics and could not validate their reports. They also had no visibility into the volume of calls, number of abandoned calls, etc. due to the use of the vendor’s telephony solution. This lack of control and visibility into customer support led the team to decide to bring the entire function in-house. They began exploring helpdesk solutions that would enable them to build a strong in-house support team.
Case Study
Cloud4com: Delivering Efficient and Secure SAP HANA Cloud Services
Cloud4com, a leading provider of IT infrastructure and data center services, recognized the challenges and costs companies face when upgrading their on-premises infrastructure to meet the demands of SAP HANA in-memory technology. With the introduction of SAP HANA and SAP's decision to end support for all other databases from 2025, Cloud4com saw an opportunity to expand its services to a larger customer base. However, SAP HANA is a resource-intensive technology that requires companies to deploy powerful and costly hardware platforms. Businesses often overspecify the hardware, resulting in underutilization within the software's lifecycle. To capitalize on the opportunity presented by SAP HANA, Cloud4com aimed to create a cost-effective cloud platform for HANA and began working on obtaining the SAP Tailored Datacenter Integration (TDI) certification. A critical element was selecting the right operating system that would meet SAP’s standards and maximize the availability and performance of their customers’ SAP landscapes.
Case Study
BrewDog's Customer-Centric Approach in Times of Uncertainty
BrewDog, a Scottish-born craft beer business, faced a significant challenge during the COVID-19 pandemic. With their bars closed, the company saw a surge in online orders and customer inquiries. The customer service team, which handles all e-commerce customers and general brand-related queries, was overwhelmed with the sudden increase in activity. The team was dealing with up to 2000 tickets a day during the lockdown, a significant jump from the usual 150-200 tickets. The fast-paced nature of BrewDog's operations, with new projects and initiatives launching daily, further complicated the situation. The company's existing processes, which were fairly manual, were not equipped to handle this surge in volume. The challenge was to quickly adapt and streamline their customer service operations to continue providing excellent service during these uncertain times.
Case Study
Global Timeshare Company Accelerated Its Digital Marketing and E-commerce Engine
The client's go-to-market teams weren't accustomed to attracting new buyers in the digitally networked world. These prospects come from an evolving demographic — millennials and Gen Z who were increasingly adopting the new ways of evaluating options online and making reservations.There were three key challenges that the client was facing.Outdated and aging systems (legacy core)Inadequate web presence and e-Lack of predictive customer understanding and analytics
