Tools & Resources Maintaining Transparency Through Brochures: Ujjivan

Maintaining Transparency Through Brochures: Ujjivan

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Ujjivan provides comprehensive brochures to prospective clients, such as marketing and training materials for Compulsory Group Trainings (CGT) which enable a client to take the information home, discuss it with family and friends and get their buy-in, or use it to compare loan products before making a decision about taking a new loan.

UjjivanLogoUjjivan, a leading MFI focused on the urban poor based in Bangalore, Karnataka, strives for open and transparent interactions with customers by providing information that goes beyond what is required. It provides comprehensive brochures to prospective clients, such as marketing and training materials for Compulsory Group Trainings (CGT) which enable a client to take the information home, discuss it with family and friends and get their buy-in, or use it to compare loan products before making a decision about taking a new loan. Clients are required to bring the brochure each day to the CGT and the Customer Relationship Staff (CRS) trains the clients on various aspects using this information brochure.

Ujjivan uses simple and fun pictures to communicate messages about its products and processes. The pictures, accompanied with verbal instructions by Customer Relationship Staff (CRS), are far more effective than mere verbal communication. Using brochures makes it easier to interact with clients and also minimizes the probability that the CRS will miss communicating information, as the brochure provides a clear framework for what should be covered.

The brochure content is also updated on a regular basis, and translated into regional languages depending on what needs to be communicated or emphasized at a given point of time. The cost per-unit of the brochure (sample below) is relatively low because of Ujivan’s scale.

This story was originally published in the Smart Campaign State of Practice Report Implementing Client Protection in Indian Microfinance.

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