Case Study: Piramal Finance achieves 22% higher call pickup and 60%+ collections via WhatsApp with Exotel

Piramal Capital & Housing Finance Limited boosts customer engagement by 22% with Exotel

Piramal Capital & Housing Finance Limited, a major Indian financial services company, faced challenges with low call pickup rates and an inefficient, manual collections process. To improve customer engagement and operational efficiency, they partnered with vendor Exotel to implement its conversational AI solutions.

Exotel implemented an automated, AI-powered collections journey on WhatsApp and used TrueCaller number whitelisting to verify its outgoing calls. This solution provided 24/7 support and made customers more likely to answer. As a result, over 60% of collections were made via WhatsApp, and call pickup rates increased by 22%, significantly boosting customer engagement for Piramal Finance.

Piramal Capital & Housing Finance Limited