A lot has been written about big data and mass customisation. The objective of finding unique insights so that you can treat large populations differently is a noble cause, and it’s worth fighting for. Wouldn’t we all love to be treated as individuals? As unique human beings?
The solution to this challenge is no longer to find unique insights and improved, customised strategies. The challenge is more complex: how does a business reorganise in order to empower 1,500 people, in multiple locations, to work each account just a little bit differently, just a little bit better?
Data-driven customer insights are used to segment customers and ensure that the conversation the agent has with a particular customer is tailored to provide the best customer experience and outcome.
Similarly, business intelligence is used to boost agent performance by pinpointing individual areas of weakness, highlighting competency gaps, and identifying employees who require assistance. This enables them to have better conversations with our customers. The mechanism Nimble uses to provide the agents with these data-driven insights is our Virtual Forms and Tags (FAT). These Forms and Tags are rendered within the collection system, displaying contextual information and data that is used to assists the agent to have more meaningful discussions with the customer.
These Forms and Tags are completely dynamic and can be created and configured as and when the need arises. Think of it as a virtual assistant. It’s an electronic coach sitting on the screen waiting to help the agent. It is also a virtual manager. It gives customised instructions to the agent that are relevant only to that particular debtor.
In addition to the instructional benefits (i.e. providing guidance to the agent), Forms can also be used to collect information pertaining to the customer or account. This information is analysed to help provide further insights into how we can improve the customer experience. Tags are used to show bitesize information, as opposed to Forms, which provide detailed information. Tags are used to highlight important pieces of information pertaining to the customer or the account. They are displayed as virtual post-it notes, and draw the agents’ attention to pertinent information, for example ‘DebiCheck mandate not authorised’ or ‘2 Days left to cure the account’.
The dynamic and configurable nature of Forms and Tags has enabled Nimble to implement different types of mass customisation and bulk training. As we find ourselves in this COVID-19 pandemic, Nimble is using our Forms and Tags to communicate important information on new mandates to the agents and debtors.
This is especially helpful during this time of lockdown, where there is no option for classroom training.
Written by: Mari Gaertner, Nimble Group Chief Information Officer
St Agnes is a public school situated in Woodstock, Cape Town.
Nimble Group actively supports St Agnes Primary School through the Partners for Possibility programme. We dedicate resources to a variety of initiatives aimed at creating an enhanced learning and recreational space, enriched student experience, and optimized day-to-day running of school operations.
Computer room upgrade Our dedicated team of IT technicians has upgraded the school’s IT hardware and software, creating a more user-friendly and modern environment for students and teachers using the computer room daily.
Playground painting and revitalization
Our enthusiastic volunteers devoted their time to painting vibrant murals and interactive games on the walls and paved areas of the playground.
Enriched student experience
Nimble strives to continuously improve the student experience by celebrating academic excellence, sponsoring prize-giving events, and more.
Day-to-day operational support
We also contribute to the school’s operational efficiency by offering administrative support and providing access to Nimble’s HR and Finance functions.
Nimble Group has taken the initiative to establish an Early Childhood Development Centre, which began operating in January 2019 in Woodstock, Cape Town. The centre operates under the guidance of Peak child, and while accessible to the public, primarily serves as a subsidized preschool for the children of Nimble staff.
Peak Child aims to equip children with the best possible foundation for life by providing affordable, high-quality preschools in close proximity to workplaces, catering to the needs of emerging middle-class parents. Since its inception, Peak Child has focused on collaborating with socially responsible employers to support their staff beyond conventional employee benefits.
Peak Child offers comprehensive programmes for children aged 3 months to 5 years. Through partnerships with prominent educational experts and local primary schools they ensure that children transitioning from Peak Child are socially, academically, and physically prepared for admission to any of Cape Town’s leading primary schools. Peak Child currently operates three schools, including Peak Child Nimble.
Nimble has made a significant investment in this project, with plans to replicate this model close to its Johannesburg offices.
The Altius Et Latius Trust is a school education initiative aimed at providing bursaries to historically disadvantaged students, enabling their attendance at top schools in Cape Town.
The primary goal of the trust is to promote equitable access to high-quality public education, fostering lasting transformation. Their objective is to support fifty talented learners in gaining admission to high-performing schools.
Nimble Group continually makes a substantial impact on this crucial initiative by providing essential resources for additional student support, such as tutoring, funding for school events or excursions, sporting equipment and more.