MonieCRM Discovery Report

Objective 

The primary objective of the discovery was to gather insights from Offline Sales Teams—Business Relationship Managers (BRMs), State Coordinators (SCs), and Regional Managers (RMs)—regarding their experiences using the current loan features on their platform. The interview questions were aimed at gathering insights from Business Relationship Managers (BRMs), State Coordinators (SC), and Regional Managers (RMs) on the following: 

1. Assess Their Experience and Usability: To understand their overall experience, frequency of use, and comfort with the platform, identifying any usability issues or pain points.

2. Identify Key Features and Gaps: Determine which existing features are most helpful or lacking, and identify any incomplete, underdeveloped, or missing parts.

3. Gather Feedback on Desired Improvements: Collect insights on potential new features or enhancements that could improve workflow, productivity, customer engagement, and conversion rates.

4. Understand Current Workarounds and Challenges: Learn about the challenges faced by our Sales Team when using the platform and the strategies they employ to overcome them.

5. Assess the Effectiveness of Current Features: Evaluate the effectiveness of existing platform features in supporting their roles.

Methodology 

Method: The discovery process involved interview methods with participants representing different roles within the sales team. The interviews were designed to explore participants' daily experiences with the loan features on the platform, understand the challenges they face, and capture their recommendations for improvement. Click HERE to view the interview questions.

Participants: Total participants - 23, with 15 Business Relationship Managers, 6 State Coordinators, and 2 Regional Managers.

Channel/ Observation: The interviews were conducted remotely on Google Meet and lasted approximately 30 to 60 minutes each. 

Data Collection: Data was collected through direct questioning, open discussions, and follow-up prompts to clarify specific points raised by the participants. Click HERE for Business Relationship Managers interview snapshots, HERE for State Coordinators interview snapshots and HERE to view Regional Managers interview snapshots. 

Challenges Identified

• 13 out of the 15 BRMs said they only use the prequalified list on their platform however the data usually differs from Field Credit Officers' data  

• The two (2) RMs interviewed mentioned that most RMs including themselves do not use any of the loan features on their platform rather they depend on the daily reports Habib.

• SCs and RMs identified that frequent phone calls and manual follow-ups are required to manage concessions, reducing the overall loan process.

• RMs noted that there is no tool for daily disbursement tracking and generating reports thus hindering real-time performance monitoring and limiting their ability to track their teams’ daily progress and respond promptly to any issues.

• SCs identified the challenge with their inability to manage their BRMs and action on pending tasks effectively, track BRM performance, and monitor their loan applications.

Recommendations

• BRMs - Implement a feature to easily search and identify customers who qualify for loans

• RMs - A consolidated view to monitor their portfolio, their SC portfolio and loan statuses for each SC with an ​​ability to filter, generate and export reports.(Daily disbursement numbers and values should be included in reports for more immediate feedback and performance tracking)

• SCs & RMs - Integrate the platform with Jira for real-time updates on concessions.

• BRMs, SCs, RMs - Ability to generate the eligible amount with different interest rates, and durations and share repayment schedules directly from the platform (Loan simulator)

• BRMs, SCs, RMs - Implement features that allow the Sales Team to see which department or individual is handling each of their loan requests and TAT.

• BRMs - A feature to track and follow up on pending loan applications.

• BRMs, SCs, RMs - A comment field with detailed reasons for loan rejections to improve understanding and facilitate effective follow-ups.

• SCs - Ability to monitor each BRM's performance, track loan disbursement counts versus targets, and generate monthly reports for immediate feedback on performance with an option to export data and easily share reports.

• SCs and RMs - Ability to raise concession requests, manage requests, and follow-ups directly, reducing reliance on phone calls or offline methods.

• BRMs - Access to initiate the loan application process for Business Owners (BOs), including generating offers, filling in guarantor information, etc.

• BRMs, SCs - An in-app support channel for faster response and support.

• SCs  - A dashboard that highlights non-performing BRMs (BRMs who haven't disbursed loans) with the ability to tag them as non-performing to allow SCs to engage them directly to improve performance.

• SCs - A view to see individual BRMs with their loan request status.

• BRMs - A view that shows the potential commission if they meet their loan target

• SCs - A view of how many loans disbursed by SC went into default

• BRMs, SCs, and RMs - Should be able to see loans that they were select deal initiators for.

Other Suggestions

• Allow BRMs, and SCs to vouch for CICO Agents who should be given loans.

• Introduce alternative forms of collateral for loan approval. This will be useful for merchants who do not have two guarantor requirements.

• Provide loan access (lower value) to smaller merchants who may not have large physical shops but still have a significant presence and turnover on the platform.

• Allow modifications without cancelling the entire loan process. For example, updating the repayment period or changing guarantor information should be independent actions that don't require starting the process over.

• Introduce the ability to update information (like address or guarantor details) without triggering a full restart of the application process.

• For large loans (e.g., 50 million naira or above), allow SCs and RMs to vouch, monitor and approve the process with a mandatory checklist like a mandatory visit to BO’s home, business address etc before approval.

• Comprehensive training to Business Relationship Managers (BRMs) on calculating loans, and interest rates, and interacting with the app.

• A dedicated support team for faster response and support.

• Access customer information or loan applications while offline or without consistent internet access.