Nigeria’s Renmoney, which provides convenient loans, savings and fixed deposit products to Nigerians has deployed Freshworks customer engagement software to improve its customer service engagement.
The Fintech company had in last year delivered over 95,000 loans to individuals and small businesses via its website, contact centre, agent network and branches. These interactions were made across multiple channels, which created complexities that made it challenging to maintain a holistic view of each customer.
“Using multiple solutions to handle customer data was significantly affecting our ability to scale and serve more customers. We needed a solution that would meet our needs without introducing complexity,” said Oluwatobi Boshoro, CEO of Renmoney.
He added that with Freshworks, Renmoney have readily available CRM data which will allow it to achieve best-in-class customer support. “We’re passionate about leveraging the best tools available to make our internal processes smoother, while increasing convenience for our customers,” he added.
Freshworks customer engagement software provides Renmoney with a comprehensive view of customers contacting the business and a platform to leverage that information to personalize customer interactions across all channels. Before the integration, Renmoney relied on multiple tools for customer support and was looking to transition to one dedicated and dependable support and CRM tool.
The native integration that Freshworks offers between its CRM (Freshsales) and Support (Freshdesk) solutions ensure that Renmoney’s sales and support teams have a 360-degree view of their customers’ transactions and serve them better, with context.