‘Cross-sell Done Well’: How One Finance App Found a Balance Between Digital and Human Touch

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Field officers at Sajida Foundation, an NGO and microfinance provider in Bangladesh, are constantly on the go. They each have over 300 customers to manage: They are responsible for disbursing loan payments, ensuring timely repayment, and in addition, they make up to half a dozen personal visits each afternoon. These officers also act as financial advisors to many of their clients, who they get to know well over time. But the reality of their workload doesn’t allow them to spend more time coaching clients, which is an activity many enjoy and that clients benefit from.

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