Case Studies
Feedback from the field
"After-sales costs decreased by 38% per unit in only
3 months through PaygOps"
Rebecca Rhodes, COO - Solaris Tanzania
CONTEXT
The distribution of Solar Home Systems to remote end-users brings many operational challenges to an organisation. In this case study, we are showing how one of the distributors using PaygOps understood and solved one of those common challenges.
CHALLENGE
Controlling the cost of the after-sales service whilst reducing the time taken to solve issues faced by the users of the SHS, was the main problem that this distributor faced and struggled to solve.
SOLUTION
By using PaygOps dashboard, the distributor was able to identify that the majority of interactions with their clients were done via a physical visit to the
clients’ home; which is the most expensive type of after sales service provided. In order to decrease those costs, the distributor took the decision to implement a call centre, which was easily done due to the level of information already available to them in PaygOps; such as client contacts, after sales services and historical payment data.
*Real data extract
*Real data extract
BENEFITS
Looking at what happened after May 2018, this distributor was able to evaluate the impact of the call centre. Supported by PaygOps, this project contributed to a decrease of 27% of onsite visits per client which led to a 38% reduction in after sales cost per unit. Also, PaygOps shows that phone calls to clients increased by 125% from May to September 2018. Issues were more easily identified and reported (+50% identified issues), meaning that they could be solved more efficiently, and field visits made only when necessary. Furthermore, the distributor was also able to broaden the scope of the call centre, to include making payment reminders by phone (+50% of the overall interactions) and making educational calls to new customers - resulting in lower default and ‘activation support’ visits amongst new clients.
*Real data extract
*Real data extract
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"The interplay between access to finance and access to energy is in many ways reimagining what the bank of tomorrow may look like.”
Stefan Grundmann, President & CEO - BrightLife
CONTEXT
Access to finance is often a necessary tool to lift people out of poverty. 1,7 billion adults in the world remain unbanked. But for 2/3 of the unbanked, the biggest barrier to accessing finance is the lack of money in the first place.
CHALLENGE
With digital finance services such as mobile money, enabling billions of people in the world to engage in financial transactions, the challenge is to understand how we can build pathways to more impactful financial inclusion for unbanked or underbanked energy customers.
SOLUTION
Together, BrightLife, a venture of FINCA International and PaygOps are associating Digital Finance Services with inclusive solar Paygo technologies leveraged through PaygOps, to advance financial inclusion in Sub-Saharan Africa, where 66% of adults are still excluded from the formal financial system.
BENEFITS
Through this, BrightLife's customers are able to transition to FINCA Uganda, a local micro-finance institution, where they can find broader savings and credit options, without ever needing to step into a traditional bank.