Transforming customer Experiences: Frappe & CygnusAlpha Drive Engagement for a financial advisory

Client Overview

TR Capital is a Hisar-based financial services company specializing in an extensive range of investment and financial solutions, including equity, stocks, IPOs, insurance, and mutual funds. With a strong foothold in the finance industry, TR Capital has earned a reputation for providing comprehensive financial products tailored to meet diverse customer needs. However, to continue thriving in a competitive and rapidly evolving market, TR Capital recognized the necessity of upgrading its internal systems and processes to ensure efficiency and scalability.

Problem Statement

TR Capital was operating on an outdated internal platform that lacked essential modern features and the flexibility required for future growth. This hindered their ability to effectively manage customer relationships, streamline daily operations, and derive actionable insights from data. Key challenges included:

• Inefficient Data Management: The existing platform could not support centralized storage or provide rich reporting capabilities.
• Lack of Process Streamlining: Manual processes led to inefficiencies in managing customer inquiries, ticketing, and lead follow-ups.
• Limited Automation: Absence of advanced tools like AI-enabled interaction to handle customer engagement and ticket creation, resulting in slower response times and reduced customer satisfaction.

These gaps hampered TR Capital’s ability to adapt to evolving customer expectations and market dynamics.

Solution We Developed

To address these challenges, Auriga IT collaborated with TR Capital to deliver a robust suite of technology solutions using the Frappe Framework and AI capabilities. The key solutions included:

1). CRM Development and Implementation

A state-of-the-art Customer Relationship Management (CRM) system was developed to centralize and enhance customer relationship management processes. The highlights of this solution were:

• Centralized Platform: Unified customer details, account information, product interest mapping, relationship management tools, and brokerage details into a single platform.
• Enhanced Reporting: Customized analytics and reporting features enabled informed decision-making and strategic planning.

2). Ticketing Platform Development

A seamless ticketing and lead management system was created to optimize the Business Development team’s operations. Key features included:

• Lead Tracking and Monitoring: A streamlined platform to manage and track leads, ensuring every potential client is effectively nurtured.
• Progress Monitoring: Tools to monitor the progress of leads, ensuring timely follow-ups and conversions.

3). AI-Enabled WhatsApp Chatbot

An AI chatbot integrated with the CRM system was developed using OpenAI and Python. This cutting-edge tool provided:

• Human-Like Interaction: The chatbot could understand customer requirements and engage in meaningful conversations.
• Automated Ticket Creation: Based on customer interactions, the chatbot automatically generated tickets on the CRM platform.
• Document Collection Workflow: Enabled users to upload documents via WhatsApp, which were processed and converted into actionable tickets in the CRM system.

Outcomes of the Project

• Rich reporting and analytics capabilities empowered the management team with actionable insights.
• The AI chatbot improved response times and provided a seamless customer experience.
• The future-ready platform equipped TR Capital to handle growing customer demands and adapt to market changes.

Outcomes

• Increased Merchant Adoption and Retention
• Enhanced Customer Satisfaction and Experience
• Improved Compliance, Enhanced Security and Fraud Prevention
• Scalability and Future-Proofing