Poonawalla Fincorp (formerly Magma Fincorp) is a leading NBFC providing loans and financial services across India. With multiple customer service centers managing personal, vehicle, and business loans, the company sought to enhance service efficiency and customer satisfaction through Databyte’s Queue Management System (QMS).
Challenge:
High customer footfall at loan centers led to long queues and delays. Manual queue handling caused confusion among customers and inefficiencies for staff. Customers needed better direction to reach the correct counter — whether for loan applications, document verification, or payments. Meanwhile, branch managers required actionable data on customer flow, service demand, and staff performance.
Solution:
Databyte implemented an intelligent Queue Management System across Poonawalla Fincorp’s service centers to automate and streamline customer handling.
- Token Dispenser Kiosks: Customers generate tokens for different loan services quickly and conveniently.
- Service-Based Token Allocation: Automatically directs customers to the appropriate counters based on service type.
- Smart Display System: Real-time displays guide customers and announce token numbers for faster service flow.
- Analytics Dashboard: Branch managers access detailed reports on wait times, staff efficiency, and service performance.
Results:
- Customers: Reduced waiting times, clear service guidance, and improved satisfaction.
- Staff: Better workflow organization and reduced confusion across loan services.
- Management: Enhanced efficiency through data-driven insights and performance tracking.
Looking to enhance customer experience at your financial service centers? Contact us to explore Databyte’s Queue Management Solutions.