Renmoney, one of Nigeria’s leading financial technology (fintech) companies, has employed the use of a customer engagement tool known as Freshworks to set up an integrated support and Customer Relationship Management (CRM) system.
Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers.
Founded in October 2010, Freshworks Inc., the company behind the software of the same name, is headquartered in San Bruno, California, with global offices in India, the UK, Australia and Germany.
Last year, Renmoney, which provides convenient loans, savings and fixed deposit products to Nigerians, delivered over 95,000 loans to individuals and small businesses via its website, contact centre, agent network and branches. The interactions across multiple channels created complexities that made it challenging to maintain a holistic view of each customer.
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.
“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,” explained Renmoney CEO, Oluwatobi Boshoro.
“With Freshworks, we have readily available CRM data which will allow us 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,” she said.