Muthoot: Sweetening the Customer Journey

Alexander George Muthoot claims that Muthoot Group’sIT teams have unique expertise in mobile development for multiple technologies to create powerful native and hybrid mobile apps

- mehul

A cornerstone of the growth and development of the group across India and abroad is Alexander George Muthoot, Deputy Managing Director of the Muthoot Group. He heads the marketing, operations and international expansion of the group.

Mehul Dani: How is Muthoot’s digital strategy implemented in the last and current FY?

Alexander George Muthoot: Aggressive digital transformation agenda has been convincingly pursued by us as part of the digitization of Muthoot group over the last couple of years. This has helped us tremendously in providing superior customer convenience and achieving better speed and control of operations along with cost-effectiveness.

The current level of automation and digitization in the group has facilitated our customers to conduct major transactions such as applying for a gold loan online, interest repayments, loan-top-ups etc anytime, anywhere through Muthoot online web service and Muthoot mobile app. During the pandemic, the usage of our digital channels has increased exponentially. New initiatives such as Loan@Home and online interest payment options through Muthoot mobile app, Muthoot Online, UPI apps like PhonePe, Paytm, and Google Pay have been launched to enhance customer experience. Now our gold loan customers can even avail loan top-ups on their loan accounts with just a few taps, through WhatsApp.

Which are the technologies that are in use? Please give details about your IT team.