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VMLY&R India partners with CRIF High Mark to enhance customer experience

The collaboration will help intensify the online user journey for customers looking to access their credit information in India

VMLY&R India, the brand experience and customer experience agency, has been tasked with designing a robust online customer experience journey for CRIF High Mark, the credit information company.

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The collaboration will help intensify the online user journey for customers looking to access their credit information in India.

CRIF is a global company headquartered in Europe, specialising in credit information, business information, analytics, scoring, decision and credit management solutions. CRIF in India operates as one of the four RBI registered credit bureaus and has the largest database of records in all borrower segments supporting millions of lending decisions every month. The partnership stemmed out of the need to digitally evolve the customer’s journey of procuring their credit report and scores.

VMLY&R India will aid customers of CRIF High Mark with simplified digital experience. In addition, the agency will work with CRIF High Mark to enhance CX of existing users, with advanced benefits to address their evolving needs – ranging from procuring own credit scores and business credit scores.

To kick off the new relationship, VMLY&R ran a collaborative workshop for the core team of CRIF High Mark using design thinking principles and modelled a multi-phase plan that the partnership will focus on.

Wilfred Sigler, Director Sales and Marketing, CRIF India said, “The digital wave has revolutionised the credit sector. There is also a need to simplify and digitalise the process of procuring one’s own credit report from a credit bureau. Our understanding of user needs coupled with the digital expertise of VMLY&R can facilitate a smarter online user-interface that will significantly fortify the online customer journeys and make the customer experience seamless.

Alpa Dedhia, Business Director, VMLY&R India, said, “Not only are we working to create a connection between CRIF High Mark and their customers, but we want to build a community of people who find utility in solutions offered by CRIF High Mark. This is a time when consumers are becoming increasingly conscious about data security and are relying on peers, colleagues and relatives for financial information. Our goal is to help CRIF High Mark become a part of their network, a trustworthy institution that they can rely on to keep their data secure while providing services that will benefit their businesses and lives.”

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