THE CHALLENGE:

Booking Business amid COVID 19’ lockdown.

Lockdown has restricted free movement of Customer and even employees in field. Since  there is some  relaxation to Farm segment and there is demand of tractor in market and hence dealer’s are engaged in  fresh delivery of tractors to customers.

With the government floating the guidelines for moratorium for extended period, it becomes a  additional challenge to make the customers aware of the repayment and our own team understand  them the pros and cons  of moratorium scheme.

We have to book new business well with so many restrictions and keep in mind quality considering the  repayment during covid time.

This problem seems the perfect example of design thinking problem where we find the problem is  human centric, problem could not be clearly understood with high level of uncertainty.

SELECTION :

To  initiate solving this challenge, GOOGLE DESIGN SPRINTS seems relevant , where post understanding  the issue thoroughly , by DIVERGING , we did brainstorming with my team in various combination  through con-call with HO-CH ,CH-DM , DM-ABM , ABM-EXE & Combination of all. From the discussions  we came out of numerous of ideas, few of workable listed below :

  We should segregate location with Zones as per Government restriction of movements.

  We should list down and study the profile of customers whom to fund.

  Every profile to be grouped into High , Medium and Low risk out of the prevailing challenge of  lockdown.

  To ascertain the percentage of customer we source business comes into Low Risk

  We should list and categorized dealers on basis of past portfolios and with focus more on Top  categories dealer

APPLICATION :

Post accessing available tool and help of competencies of the manpower , a PROTOTYPE was developed  with help of Digital Team of HO and it was tested for small group of customers and basis its acceptability  it was applied for all business booked in my Circle. The New process is intermediate process and is  termed as Sanction Letter

Sanction Letter need not manual intervention and is generated by providing some basic input and  details of proposed customer, the learning of design thing was applied like what we know, what we  don’t know, what we need to know.

INSIGHT :

While looking at the insight’s received, we came to know ‘ WHAT WOW’s’. We got to know the following  patterns

  It was very Fast process which can help us decide if we can allow loan to customers

  Giving confidence to dealers for business merely providing KYC.

  It was helping us identifying cases of Quality as it is based on Analytics.

  Still the challenge remains unsolved since Sanction letter is only intermediate Half way and  business can be booked only after Delivery order issuance which requires Field Visits to  complete the Task

So while preparing the workable solution, we finally thought of ‘ WHAT WORKS’.

APPROACH :

Identifying the Zones of Movement, it was helpful in arranging Employees for Field movement and  completing the Field Task of Asset verification.

We cut down the process of Agreement signing and documentation collection at time of delivery  with help of dealer to speed up the Task before DO issuance.

Segregation of customer’s where Sanction letter generated and not generated and work with speed  for Sanction letter generated cases helps us ensure Quality in the fresh business booking.


THE CHALLENGE : Booking Business amid COVID 19 ’ lockdown . Lockdown has restricted free movement of Customer and even employees in field . Since there is some relaxation to Farm segment and there is demand of tractor in market and hence dealer ’s are engaged in fresh delivery of tractors to customers . With the government floating the guidelines for moratorium for extended period , it becomes a additional challenge to make the customers aware of the repayment and our own team understand them the pros and cons of moratorium scheme . We have to book new business well with so many restrictions and keep in mind quality considering the repayment during covid time . This problem seems the perfect example of design thinking problem where we find the problem is human centric , problem could not be clearly understood with high level of uncertainty . SELECTION : To initiate solving this challenge , GOOGLE DESIGN SPRINTS seems relevant , where post understanding the issue thoroughly , by DIVERGING , we did brainstorming with my team in various combination through con - call with HO - CH , CH - DM , DM - ABM , ABM - EXE & Combination of all . From the discussions we came out of numerous of ideas , few of workable listed below :  We should segregate location with Zones as per Government restriction of movements .  We should list down and study the profile of customers whom to fund .  Every profile to be grouped into High , Medium and Low risk out of the prevailing challenge of lockdown .  To ascertain the percentage of customer we source business comes into Low Risk  We should list and categorized dealers on basis of past portfolios and with focus more on Top categories dealer APPLICATION : Post accessing available tool and help of competencies of the manpower , a PROTOTYPE was developed with help of Digital Team of HO and it was tested for small group of customers and basis its acceptability it was applied for all business booked in my Circle . The New process is intermediate process and is termed as Sanction Letter Sanction Letter need not manual intervention and is generated by providing some basic input and details of proposed customer , the learning of design thing was applied like what we know , what we do n’t know , what we need to know . INSIGHT : While looking at the insight ’s received , we came to know ‘ WHAT WOW ’s ’ . We got to know the following patterns  It was very Fast process which can help us decide if we can allow loan to customers  Giving confidence to dealers for business merely providing KYC .  It was helping us identifying cases of Quality as it is based on Analytics .  Still the challenge remains unsolved since Sanction letter is only intermediate Half way and business can be booked only after Delivery order issuance which requires Field Visits to complete the Task So while preparing the workable solution , we finally thought of ‘ WHAT WORKS ’ . APPROACH : Identifying the Zones of Movement , it was helpful in arranging Employees for Field movement and completing the Field Task of Asset verification . We cut down the process of Agreement signing and documentation collection at time of delivery with help of dealer to speed up the Task before DO issuance . Segregation of customer ’s where Sanction letter generated and not generated and work with speed for Sanction letter generated cases helps us ensure Quality in the fresh business booking .