MF-VAZHITHADAM (Customer Route Map Locator) for eOdisha Summit-2014 MF-VAZHI THADAM is the initiative process product of Mahindra Finance – BITS (Business Information Technology Solutions) department ,the basic Idea was to have a well-defined route map for our customer’s location in the map. But considering the potential & the influence towards the business drive, Branch operations, the project was scaled up to the multi-dimensional module called ‘ Mahindra Finance - VazhiThadam’, this tool by design it’s a KYC itself, as this process of capturing LAT/LNG is nothing but an Electronic Address recording or verification.

1. INNOVATIVE USE OF TECHNOLOGY FOR RURAL INDIA
A MMFSL BITS INITIATIVE….
eODISHA SUMMIT – 2014
TOWARDS CITIZEN CENTRIC SERVICE DELIVERY
powered by Geospatial

2. CONTENTS
• I nnovat i ve O ect i ve
bj
• Basi c N
eed
• W how & w
hy
hat
• I nnovat i ve M Pi ns
ap
• C om
ust er
• Execut i ve
• M
anagem
ent
• C l enges
hal
• R sk i nvol ved
i
• W ahead – Benef i t s
ay
• Lear ni ng

5. BASIC NEED & TRIGGER
MF-VAZHI THADAM - Route Tracer – foot steps using Geospatial
 Pre deployment of Vazhi thadam our Mahindra Finance branch executives were using

manual route map (a rough sketch) drawn on a paper file to mark the customer
location which were often not understandable by other executives how handles those
cases & many times the map gets vanished due to tear & damages. Now the Vazhi
thadam tool is used to overcome such disadvantages;
Updated information on the path is attained every time it was checked (suppose any
street was renamed or road declared as one way or new landmarked built etc were
captured & latest route was displayed)
 Universal mapping standards used so every one can follow unlike earlier, where the
used marks, hand writings & indicators mayn’t be followed by other.
 Geographical & Environment visuals were displayed within this solution,
 In the above figure the regular rough sketch diagram from our Hyderabad office to an
customer location is shown which was used by our field force against which Vazhi
Thadam route trace solution for the same location is mapped with much more
information's….

6. Happiness is the Journey, not the destination!
Every journey starts with a tracking….
 The basic objective was to have a well-defined route map for our customer’s location
in the map & in the process eliminating the rough sketch route drawn on the
customer’s KYC file’s.
 But considering the potential & the influence towards the business drive, branch
operations, The project was scaled up to the multi-dimensional module called ‘
Mahindra Finance - Vazhi Thadam’ meaning Path Finder in Tamil.
 The scaled up objectives were deploying a route optimser tool for an effective route
trace to customer doorstep, reducing carbon foot print, navigating executives to the
customer location, dealer locating & providing a Pictography BI tool of customer
categories for business development,
 This tool by design it’s a KYC itself, as this process of capturing LAT/LNG is nothing
but an Electronic Address recording or verification.

7. INNOVATIVE MAP PINS
 Map Pins were used to express instant information's in abundant to the basic user,
 The maps pins had been designed uniquely for Mahindra Finance’s day to day
activities, These Pins are a state of art design, which gives the details of the customer
category by just visualizing the designed map Pin’s (details like Loan type , Loan product
etc).
 Further for attaining all complete details all the branch team has to do was just to click on
the MAP PIN to view it (details like customer name, address, Location, Mobile no# etc).
 These map pins equips the branch team with all the required intelligence on the customer
profile like ..
(a) Loan Type => New , Refinance, Both,
(b) Customer Type => No OD cases (Green pins ),
OD Cases
(Yellow pins ),
NPA cases (Red pins
)
(c) Product Type => 2W – 2wheller, AS –Auto Sector etc,
(d) Count available => Customer counts were available below the map pin
Following figures will display the complete details of the same…

8. INFO on Map Pins – Just by a click..

9. Complete Product wise Information

10. Trip Planning & Route Optimiser
 Trip planning -where about of the Customer:
 Where & how will be the customer location? this was been the question of every
executives who were handling the remote customers & NPA cases before Vazhi
thadam services.
 Now even before visiting the customer location the executives checks the
distance, area, route, category type etc & pre plans its strategies well in advance
using the location & navigation services.
 The Navigator drives him from his place to customer’s location as nearest as possible
,
 Providing the user a realistic planning for the routes & accuracy in the Kilo meter
calculation as near as possible to the actuals (+ or – 5% ),
refer the below figure...

11. Navigation(Route) was never been
such easier before..

12. Pictographically Business Intelligence
 In many cases BI tools access were allowed to manager levels & the strategy levels
only not to the basic users, stating the reason it will be difficult for the basic users to
understand & use the BI tools at there levels, but over here Vazhi thadam gives a
user friendly simple Pictographically Business Intelligence Display or Dash bard
where in every one can understand & utilise the tool effectively for the business
growth,
 In practical Vazhi thadam was acting as a simple BI tool for Mahindra Finance
branch team in planning the pockets of business opportunities, products
classifications, diversification of area wise portfolios, identification of negative &
productive areas etc
 The given figure below displays the Area’s of where no business were done (blank
areas), Areas of new customers(Green), Areas of negative (red) etc in a given town.

13. Pictographically – BI Dash Board

14. INNOVATIVE FEATURES
 E- Address is the process in Vazhi thadam thru which the customers, dealer & employees
location LAT/LNG were captured for the future references & Mahindra Finance was the
first Financial Institution in India to do so may be the only as on date,
 Electronic Address Recording (E- Address) may soon become an futuristic ‘Financial
inclusion’ data under KYC norms,
 Vazhi thadam eliminated earlier free hand sketch & Rough Map were used in our
Branches, in which files last page & Papers where used to for manual drawing,
 Expected to replace overs 15, 50,000 MANUAL CUSTOMER LOACTION MAPS with
rough sketch on the customer file,
 In the process the solution creates a firm MAP/LOCATION record in the system for
anytime reference,
 Provides clear picture on the Portfolio wise ,Business wise, Customer rating wise thru a
Pictography dash board for BI thru Maps.

15. UNIQUENESS OF THE SOLUTION
 One of the few Indian companies using the scientific & geographical markings like Latitude
& Longitude ( LAT/LNG), with the highest data standards of this magnitude used in the
business prospective,
 Reduce the unplanned visits on unclear routes, which may cause the fuel consumption &
increase carbon foot print,
 Sharing the required information’s to the customer where every possible,
 Per Field Executives travel expenses saved on using’s of MF- VAZHI THADAM 3-5 Km’s
approx,
 Sequential search & Locate me were incorporated for better quality plotting,
 VALUED INFORMATION like nearby customer details, types of the customers & the area
information on business front etc (e.g.: Located in State Boarder, located in River Beds),
 MULTI – INTEGRATION : Integrating LAT/LNG with other related services like
IVRS, GPS, Mobile etc are possible.

16. CHALLENGES ENCOUNTERED
 Fear on technology tracing was seen visible among users from the very first stages of

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


project deployment, this was successfully eradicated by continual sessions of
product advantage briefings , news bits circulation, posters etc
The challenges in terms of connectivity & Internet access in branches was huge, we
had tried to address to the maximum extent thru proxy internet services ,
As many users where not used to Google maps & plotting etc, we had to extensively
used our IT team for the User Training activity to familiarize these activities,
Apps & tools for LAT/LNG Capture were initiated with Mobile web link & android apps
this created some interested among users for this capturing activity,
Integration with existing modules were difficult, as our initial vazhi thadam
development was on Php later on we had a makeover of it to java platform,
Google access limitations during month end where our volumes are high.
 All new customers we do capture as mandatory, for old contracts when our executive
visits we capture the same

17. BENEFITS OF THE INNOVATION
Quality Improvement
 Reduce the unplanned visits on unclear routes, which might have led to time spend on
extra travel, consuming man hours of the company,
 By eliminated earlier free hand sketch & Rough Map were used in our Branches, in which
files last page & Papers where used to for manual drawing the process was now well
defined resulting in managed & quality output,
Cost benefits
 Reduces the time & energy consumed in Mobile talks in finding the way to the client
location, thereby directly reducing the mobile bill cost & usage of electricity (as per
actuals),
 Per Field Executives travel expenses is expected to be saved on using’s of MF- VAZHI
THADAM by 3-5 Km’s approx. if planning was clear & upfront
Further this project acts as an ‘Binocular’ in terms exhibiting & showcasing the geographical
location difficulties, routes, environment issues faced by our executives in reaching the
remote & rural customers for the business activities, which were little known to the back office
team & other teams till this deployment.

18. RISKS MANAGED
 It was altogether a new arena for us & we were just want to see thru concept coming live


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in front of us as a solution tool, as we were sure once it’s done the opportunities for this
project is endless,
Incorporating & positioning the Vazhi thadam with the day to day operations & application
was so difficult as there was strong revert from using as it was an additional task to them,
As any other company in the competitive market it’s difficult to expose the customer details
in the public forum hence there is further more need of unique & customized modules for
such tools e.g: Though using the open resources information’s from Google at the same
time ensuring the data was not shared. Thus the tasks become more challenging, but thru
MF-VAZHI THADAM we had managed this, by just capturing the maps
directions, landmark information’s, scenic icons , nature marks etc & at the same time
isolating the plotting information’s of the customer, away from the public & successfully
retaining it within our domain for the internal analyses.
Ensuring quality of Plotting thru regular cross checking producers & fine tuning of
application like ‘Sequential search’ , ‘Locateme’ etc are the worthy risks taken to stream
line the quality,
Ensuring the functioning of Vazhi thadam within the available bandwidth connectivity
was a big task to manage.

19. PROJECT IMPACT & PLANNING
Morale
 Customer Delight - Executive reaches faster to the customer without any disturbing
phone calls to customers on getting the address locating & finding landmark etc &
further updating customer with the complete details of the customer profile,
 Employee Delight - Using the Navigation services & SIMPLE BUSINESS
INTELLIGENT (BI) DASH BOARD (Pictograph) which are very user friendly, the
executives enjoys the benefits of the technology.
Productivity;
 Improvement in Work Environment - Now our Field force can able to cover more
customer during a day using the pre planning & effective utlisation of Vazhi Thadam
navigation & route optimser services,
 (Planning) - Mahindra Finance is planning to integrate GPS (Global Positioning
System) & BTS (Base Tower Services) information’s soon into this project which will
automate the reimbursement & travel claims of the field force using Vazhi
thadam, which in turn will reduce the task of entering & processing their claims
manually.

20. LEARNING FROM THE PROJECT
 Other moving entities and vehicle , house contruction progress track and used for

better monitory.
Training skills & better user counseling skills,
 Exposure Google API integration & to WEB GUI’s are some of which we learned on
the way to this completion,
 Icon designing Latitude , Longitude information & importance's
 Maps, Base station services, GPS services & apps,
 Exposure to our Customer base their locations & product wise reach in terms of area
density,
 Other related learning was BI tool effectiveness & business implications etc.
 We do use the available channels like electronic pos machine, mobile, through web
based on the available information.

21. Transfer of collected data and Process completion.
mishra.prasant@mahindra.com
prasaant@rediffmail.com
Project Presentation & Submitted by;
Mr. Prasant Kumar Mishra
Questions if any ???

22. Project Presentation & Submitted by;
Mr. Prasant Kumar Mishra