RP Sanjiv Goenka Group

Customer Journey Mapping

Optimize borrower experience with customer journey mapping ​

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Use powerful data collection and analytics tools to gather deep insights into borrower behaviors and design contextual interactions to enhance recovery. Our customer journey mapping framework offers granular insights into customers’ changing financial situation. Begin by adopting a sensitive approach to customers who have fallen behind, and follow it up with a tailored assessment, enabling them to choose a solution that best fits their needs.

Stay ahead with Firstsource: A pioneer in digital collections

Industries served – Banking, Auto Financing, Education, Insurance, Utility and Telco

Regulation, evaluation, calibration and coaching for quality and success

Tailored digital communications that are flexible and customizable to your unique portfolio needs

A nurturing approach to improve associate performance utilizing best in class insights and identifying opportunities to improve

Metrics and scorecards to track customer experiences across the customer journey

Outcomes delivered

Empathetic interactions customized to customers’ situation

Effortless customer experience for superior satisfaction

Data-driven recovery - 2X to 4X traditional recovery

Trusted collections partners to Fortune 500 and FTSE 100 companies

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