Category: Case Study

Client Profile

• Client: GroMo
• Industry: Fintech Marketplace (Affiliate Lending & Insurance Sales)
• Challenge Area: User Activation & Onboarding

GroMo, a fast-growing fintech marketplace, was struggling to convert new signups into active partners for its lending and insurance products. A significant portion of users remained dormant due to confusion and lack of motivation. 

By implementing VoiceGenie’s behavior-driven onboarding automation, GroMo achieved a 1.5X uplift in partner activation rates, effectively turning dormant traffic into a revenue-generating asset without expanding their team.

The Challenge: Converting Signups into Active Partners

GroMo’s founding team identified four key barriers to activation:

1. Product confusion — New users didn’t understand the next step. Should they upload documents first? Fill out their profile? Browse available loans? Without clear guidance, they got stuck
2. Low motivation momentum — Signup was easy, but activation required effort. Without someone nudging them forward, users defaulted to inaction
3. Manual outreach delays — The team could only reach a fraction of new signups. By the time they called back, users had already lost interest
4. Agent capacity bottleneck — Even if they hired more people, manual onboarding doesn’t scale profitably. The cost-per-activation would exceed the revenue from new partners

The real opportunity? Automate the first-mile onboarding—guide users through confusion, answer basic questions, and identify who’s ready to activate. Let agents focus only on high-friction cases.

The VoiceGenie Strategy: Intelligent, Guided Onboarding

VoiceGenie deployed a specialized onboarding ai voice agent designed to mimic the guidance of a dedicated account manager. The strategy was centered on proactive, personalized, and persistent engagement.

The system was engineered to:

• Guide the Next Step: The agent intelligently guided each user to complete the very next action required for activation, breaking down the onboarding journey into manageable steps.
• Articulate Product Value: It delivered the value proposition of GroMo’s offerings in simple, relatable language, overcoming initial confusion.
• Handle Objections Proactively: The system captured user objections and triggered contextual nudges and information to address specific concerns.
• Re-engage Dormant Users: It identified and re-engaged users who had dropped off, using personalized messaging to bring them back into the activation funnel.
• Ensure Data Synchronization: All interaction outcomes and user statuses were automatically synchronized with the CRM, providing a single source of truth for the sales team.

The automation was programmed to continuously prioritize users who were closest to activation, ensuring the highest possible funnel efficiency.

Measurable Business Impact

The implementation delivered direct, measurable improvements across GroMo’s activation metrics.

Quantitative Results

KPI	Result
Partner Activation Rate	1.5X Uplift
Conversation Accuracy	95% Objection Handling
Regional Coverage	Deep penetration in non-metro ZIPs

Operational Gains

• Scaled Activation Without Added Workload: Achieved a significant increase in activated partners without requiring any expansion of the human agent team.
• Clear Funnel Visibility: Gained precise insights into where and why users were dropping off in the onboarding process, enabling continuous optimization.
• Reduced Customer Acquisition Cost (CAC): Effectively monetized the existing pool of signups, lowering the overall cost to acquire a revenue-generating partner.

Why This Mattered

The Founder & COO captured it best: 

“VoiceGenie helped us convert dormant traffic into revenue-ready partners without any team expansion.“

This reveals a common fintech problem: growth teams are great at driving signups, but onboarding teams are resource-constrained. There’s always a gap between signup volume and activation volume, and that gap kills unit economics.

By automating intelligent onboarding, GroMo solved a scaling problem without proportional cost increases. They could double signup volume, and activation would scale with it—not linearly with headcount.

Conclusion

GroMo’s 1.5X activation uplift demonstrates the power of behavior-driven onboarding in fintech marketplaces. 

By deploying VoiceGenie’s intelligent Conversational Voice AI for Enterprises, GroMo not only improved partner activation but also unlocked significant revenue from its existing signup pool—without increasing agent workload. 

This model offers a scalable, cost-effective solution for driving activation and enablement in high-volume, high-friction environments.

VoiceGenie Enterprise Role

VoiceGenie served as the strategic automation partner for activation and enablement, delivering measurable revenue outcomes through intelligent, behavior-driven onboarding and re-engagement.

Client Profile

• Client: Vodafone Idea (Vi)
• Industry: Telecom (Mobile Services)
• Challenge Area: Customer Retention & Churn Prevention

Vodafone Idea operates in one of the world’s most competitive telecom markets. Every day, thousands of customers initiate number portability (MNP)—a formal request to switch their phone number to a competitor’s network.

Once that request is filed, the window to save the customer closes fast. Regulatory timelines are tight, and if the company doesn’t intervene quickly with a compelling reason to stay, the port-out completes within days.

For Vodafone Idea, this wasn’t just a retention problem—it was a revenue problem. Losing high-value customers in bulk during peak churn seasons threatened cash flow and market share.

The Challenge: Arresting High-Stakes Customer Churn

Vodafone Idea’s customer lifecycle team faced four critical constraints:

1. Speed disadvantage — Traditional IVR systems and manual agent callbacks were too slow. By the time an agent reached a port-out customer, they’d already decided to leave
2. Generic retention messaging — Standard scripted offers didn’t address the actual reason customers wanted to leave. Why switch? Poor network? Better pricing elsewhere? Bad customer service experience? Without knowing, retention attempts felt tone-deaf
3. High agent workload — Outbound churn management was labor-intensive. Agents spent time dialing, listening to voicemails, and navigating disconnections instead of having meaningful retention conversations
4. Compliance and consistency gaps — Retention messaging needed to be compliant across circles (regions), languages, and customer segments. Ad-hoc agent approaches created regulatory risk

The real challenge? They needed to reach high-risk customers instantly, understand their intent, and offer genuinely personalized recovery options—all while maintaining compliance and not burning out the team.

The VoiceGenie Strategy: Intelligent, Instant Retention

VoiceGenie deployed a context-aware retention agent designed specifically for high-stakes churn scenarios. This system worked differently than traditional automation—it didn’t just collect information; it engaged in real retention conversations.

The deployment included four core capabilities:

Capability	What It Did
Instant Port-Out Detection	Integrated with MNP flagging systems to identify at-risk customers in real-time, before port-out requests completed
Complaint Resolution	Understood customer pain points (network quality, billing issues, service gaps) and addressed them conversationally
Personalized Recovery Plans	Offered customized retention plans based on customer value, tenure, and churn reason—not one-size-fits-all discounts
Intelligent Escalation	When automation couldn’t close the save, it escalated to human retention experts with full conversation context and sentiment analysis

Multilingual flows (Hindi, regional languages) were built in from day one. For Tier 2 and rural customers, this made a real difference—they felt understood in their own language, not talked down to in English.

The system integrated seamlessly with Vodafone Idea’s existing contact center infrastructure. During peak traffic, automation handled the volume; during off-peak, it supported agents with real-time suggestions and next-best actions.

Measurable Business Impact

The deployment of VoiceGenie’s retention agent delivered powerful, quantifiable results that directly addressed Vodafone Idea’s churn problem.

KPI	Baseline	Result	Improvement
Retention Conversations	Baseline	4.1X increase	Significant uplift
High-Risk Customer Reach	Baseline	58% uplift	Expanded coverage
Contact Center Load	High	Significant reduction	Operational efficiency

Operational Outcomes

• Faster save attempts: Real-time engagement reduced the window between port-out initiation and retention attempts
• More consistent persuasion: Standardized, personalized messaging improved conversion rates
• Improved customer sentiment scores: Customers reported higher satisfaction with retention efforts

Why This Mattered

The Head of Customer Lifecycle put it directly:

“The improvement in churn-risk engagement has made a direct impact on revenue continuity.”

This reflects the critical role of timely, personalized retention in maintaining subscriber base and financial stability.

Conclusion

Vodafone Idea’s 4.1X increase in retention conversations and 58% uplift in high-risk customer reach demonstrate the power of AI-driven retention in the telecom sector. By deploying VoiceGenie’s context-aware retention agent, Vi not only reduced port-out requests but also improved customer satisfaction and revenue continuity. This model offers a scalable, cost-effective solution for managing churn in high-volume, high-stakes environments.

VoiceGenie Enterprise Role

VoiceGenie served as the strategic automation partner for high-risk retention, delivering governance, conversational intelligence, and scalable engagement to protect Vodafone Idea’s subscriber base and revenue streams.

 Client Profile

• Client: Bajaj Finserv
• Industry: Financial Services (NBFC & Consumer Lending)
• Challenge Area: Early-Bucket (Bucket X) EMI Collections

Bajaj Finserv, a leader in India’s consumer lending space, faced significant challenges in managing early-stage EMI defaults, which led to unpredictable cash flow and operational inefficiencies. 

By implementing VoiceGenie’s multilingual, AI-powered voice automation, they achieved a 55% increase in EMI collections, dramatically improved conversation retention, and freed their human agents to focus on high-value tasks.

The Challenge: Scaling Persuasion in Early-Stage Collections

Bajaj Fiserv manages an extensive consumer lending portfolio offering no-cost EMIs across multiple product categories, from electronics to home appliances. However, early-bucket EMI defaults—particularly in the X bucket phase—created critical operational bottlenecks:

• Unpredictable cash flow from inconsistent recovery rates
• Manual calling teams stretched thin across high-volume portfolios
• Low conversion rates from rule-based automated bots lacking human persuasion
• Limited regional language coverage restricting effective borrower engagement
• High drop-offs from shallow scripting that failed to address borrower concerns

The collections team needed to scale recovery efforts without proportionally increasing headcount—a challenge many large financial institutions face. Traditional approaches, whether fully manual or rule-based automation, couldn’t balance scale with the nuanced persuasion required to convert payment promises into actual collections.

The VoiceGenie Solution: Intelligent, Multilingual Voice Automation

VoiceGenie was deployed as a strategic enterprise voice automation agent, specifically fine-tuned for the nuances of repayment psychology and EMI collection behavior.

The enterprise-wide rollout was designed for maximum impact and included:

• Advanced Conversation Logic: The system was equipped with sophisticated objection handling and repayment negotiation capabilities, moving beyond simple reminders to interactive dialogues.
• Promise-to-Pay Workflow: Automated capture of payment commitments with intelligent, auto-triggered follow-ups to ensure fulfillment.
• Optimized Outreach: Intelligent retry logic and disposition-based dialing ensured calls were made at the right time to the right customers.
• Multilingual Dynamic Switch: Seamless conversation in English, Hindi, and Telugu, allowing for broader and more effective customer coverage.
• Real-Time Performance Tracking: Comprehensive dashboards provided collections leadership with immediate visibility into recovery metrics and agent performance.

This solution was scaled to handle over 200,000 calls per month, with a strategic focus on the critical 3rd to 5th-day window post-due date for maximum recovery uplift.

Measurable Business Impact

The implementation of VoiceGenie delivered immediate and significant results across key performance indicators.

Quantitative Results

KPI	Result
EMI Collections	+55% Improvement
Conversation Retention Rate	75% Success Rate
Disposition Accuracy	92% Precision

Operational Impact

Beyond the headline KPI, Bajaj Finserv saw three concrete shifts:

• Reduced human caller dependency — With automation handling volume, the team could redeploy experienced agents to genuinely complex cases—accounts with unusual circumstances, high-value borrowers, or negotiation scenarios that required human judgment.
• Compliant messaging across segments — Automation ensured that every borrower received consistent, compliant communication. No ad-hoc scripts, no deviation from approved language. Regulatory teams had full audit trails.
• Predictable cash-flow outcomes — Because recovery rates became more consistent, forecasting became more reliable. Leadership could plan around actual collection timelines instead of hoping manual teams would pull through.

Why This Mattered

The VP of Collections summed it up:

“Persuasive automation that improves recovery and lets our teams focus on riskier accounts. Tangible financial impact.”

This wasn’t about replacing people. It was about giving people better tools. Automation handled volume and early persuasion; humans handled judgment and complexity. Together, they moved the needle on collections.

For Bajaj Finserv, a 55 percent improvement in EMI collections translates directly to better cash flow, lower portfolio risk, and improved borrower outcomes. Borrowers who connect early and negotiate repayment plans are more likely to stay current long-term.

Conclusion: VoiceGenie’s Role as a Strategic Partner

For Bajaj Finserv, VoiceGenie transcended the role of a mere software vendor to become a strategic automation partner. The solution directly addressed the core challenges of coverage, persuasion, and governance in EMI collections.

This case demonstrates that with the right AI-driven approach, financial institutions can transform their collections operations from a cost center into a strategic, efficient, and highly effective function that drives direct revenue impact.

VoiceGenie Enterprise Role

VoiceGenie served as the strategic automation partner for activation and enablement, delivering measurable revenue outcomes through intelligent, behavior-driven onboarding and re-engagement.