Through its "Modules Offer", PaygOps can adapt to distribution processes and local context with flexible solutions that can fit some specific and restricted needs on your customer journey and facilitate profitable growth.
PaygOps Modules Offers was built for last-mile distributors that already have operations and an IT infrastructure (they use external CRM/ERP tools or paygo software to manage mobile payments, send SMS and generate tokens to activate the devices; or they have a software built internally) but need to improve a part or several parts of their operations and their current tools do not provide the desired solution(s).
All the full-suite offers of PaygOps can be acquired under the Premium Plan. This is mainly recommended for distributors that are just starting their operations and for those that manage their operations manually (with excel sheets for example).
But for those distributors that already have a complex IT infrastructure in place and are looking for solutions to specific problems, we have created the Modules Offer, that allows distributors to purchase only some features of our PaygOps platform: the SalesModule, for distributors that want to improve processes related to lead creation, approval of loans, field agents management, geolocation of leads and customers; the LeaseModule for distributors that need to integrate with mobile payment, send payment reminders automatically, improve their payment management system and be able to track delayed payments and default risk; the ServicesModule for distributors wanting to improve the tools used on the field to interact with their customers, support the call center and overall improve the quality of the customer service provided.
The Modules Offer enables distributors to find concrete solutions to a particular problem, integrating PaygOps to their current IT infrastructure, without having to do big modifications to it.
Who would use it?
Last-mile distributors that already have a paygo platform to generate tokens to activate the devices but would like to improve the sales processes. For example, Solar Home systems and solar products such as paygo TVs or paygo solar fridges; irrigation systems: paygo solar water pumps; health (devices that are paygo enabled); access to water (smart water meters, water dispensers).
Last-mile distributors that provide non-paygo devices or services and are looking to improve the sales processes. For example, micro-finance institutions; non paygo last-mile distributors of e-bikes, water filters, non paygo solar water pumps, clean cookstoves.
Advantages of the SalesModule for last-mile distributors:
Support the lead generation process and the approval of the loan: create own forms to gather information about potential customers and understand their capability of repayment.
Register the GPS location of leads and customers and upload a photo of them. This can help the LMD to lower the risks of fraud.
Manage the performance of field agents: monitor how many leads they bring, how many customers they convert and set up commissions according to their sales.
The mobile app works offline and supports field agents in the registration of people interested in the products in the most remote and isolated areas.
Visualize dashboards to monitor the performance of the different sales agents and readjust the sales strategy.
User Case - SalesModule
Clean Cooking for All* distributes clean cooking solutions and healthy cooking fuels briquets to people living in rural areas in Sub-Saharan Africa. The systems are non-paygo, but still they sell them under a leasing model (the customers will pay 18 installments before the device belongs to them). They face a major challenge: the inability to track the stoves sold as customers tend to forget the payments, pay late or stop paying at all.
With PaygOps SalesModule, Clean Cooking for all could:
Better monitor the repayment capacity of the clients and provide a loan-approval system to the management team.
Register the GPS location and take a photo of the customer and save this information in the profile of the client. This will facilitate the field agents work whenever they need to do visits to customers that are late on payments.
Who would use it?
Distributors that have already experience working with last-mile customers and have a CRM to manage sales and after-sales, but are transitioning to a paygo last-mile distribution system and need a software to generate tokens upon payment. For example, Solar energy, solar water pumps, digital and communication (paygo phones and computers), access to water (water ATMs) and access to sanitation.
Are selling essential services or devices under a leasing model but manage the payments manually and need to automate the mobile payment process, send SMS to confirm the payments and track the history of repayments. For example, non paygo last-mile distributors of e-bikes, water filters, non paygo solar water pumps, clean cookstoves.
Advantages of the LeaseModule for last-mile distributors:
Remote control of the device: PaygOps software will communicate with the device to generate a code that will activate it upon payment. If there is a delay with the payment, the device will lock and the customer won’t be able to use it until they pay the installment.
Mobile payment automation: Telco integration to automatically manage the mobile payments done by the customers and generate a token or send a SMS to confirm the payment.
Send automatic payment reminders to customers via SMS.
Track the history of payments and repayments of the customers, identify the customers that are delayed with the payments.
User Case - LeaseModule
Clean your Water* distributes water filters to people living in slums and in refugee camps in East African countries. They sell the filters under installments of 3 to 6 months. Their customers pay them via mobile every month and the Management team has to manually register every payment, and manually send a message or call the customer to confirm the payment. They also have to review all the customer base every month to see the date of the next payment and coordinate with their call center to call one by one of their customers to remind them to pay some days before the next due payment.
Clean your Water admits that a lot of time is lost in this process and that optimizing this would also help them to better identify the default risk.
With PaygOps LeaseModule, Clean your Water could:
Automate the mobile money management: PaygOps will receive the notification of the payment, register it associating it to the right contract/customer and automatically send a SMS to thank the customer for the payment, tell them the % of the loan that has been paid.
Automatically send SMS reminders to the customers some days before the next payment.
Visualize and fitler the clients according to their contract/payment status.
Who would use it?
Last-mile distributors that already have a paygo platform to generate tokens to activate the devices but would like to improve the after-sales / customer service processes. For example, Solar Home systems and solar products such as paygo TVs; irrigation systems: paygo solar water pumps; health (devices that are paygo enabled); access to water (smart water meters, water dispensers).
Or last-mile distributors that provide non-paygo devices or services and are looking to improve the after-sales / customer service processes. For example, Micro-finance institutions; non paygo last-mile distributors of e-bikes, water filters, non paygo solar water pumps, clean cookstoves.
Advantages of the Services Module for last-mile distributors:
PaygOps provides a ticketing system that allows agents (call center of field agents) to report an issue a customer has with the payment or the device. A ticket is raised and the Customer Support team will be able to assign the issue to an agent in charge of solving it and track it from its creation until it is solved.
Field agents can create interaction reports they’ve had with the customers, even in offline mode with the mobile app.
Tool to support the efficiency of the call center
Send automatic bulk SMS campaigns to better communicate with the customers: provide discounts, inform about promotions…
User Case - ServicesModule:
Pump the Water* facilitates smallholders farmers the access to irrigation services in Kenya. They sell solar water pumps, under a leasing model, to farmers working in remote rural areas where there is no internet connection. Their main challenge is to provide an efficient customer service to farmers that have an issue with the device or with the payments. When Pump the Water agents do field visits, they take notes manually when the farmers report an issue; and the call center is notified via whatsapp about the issues.
Pump the Water’s Customer Service Director has identified that this process is very inefficient as issues are not tracked properly, the resolution time is very long and affects customers’ experience.
With PaygOps ServicesModule, Pump the Water could:
Allow field agents to create interaction reports when visiting a farmer, using PaygOps offline mobile app.
The Call Center or Customer Service team will receive automatically a notification about an existing issue with the device or any difficulty to process a payment.
PaygOps provides a ticketing system to support the Call Center and the Customer Service teams to monitor the ticket resolution for higher service quality offered.
Communicate with the customers through SMS to keep them informed about the status of the repair, device swap.
Monitor the performance of the after-sales service and ticketing resolution through the visualization of dashboards.
*The company names were imagined for the purpose of the user cases illustrations
About Solaris Offgrid:
Solaris Offgrid supports solar energy distributors to build strong customer traction and greater relations with investors through flexible and inclusive Paygo solutions, designed for last-mile operations. Adopting a bottom up approach in the design of its solutions and creating synergies with a strong network of partners to solve last-mile challenges, the company has already deployed Paygo solutions in nearly 20 countries through PaygOps, Solaris Offgrid in-house software solution built “In the Field, for the Field” and its product design services. Leading reference in the off-grid solar market, PaygOps, is engineered to deliver modular and interoperable solutions to address off-grid energy access challenges and distribution complexity. For more information on PaygOps, please contact [email protected].