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Customer Inquiry Management Solution (CIMS)

Every Sales Conversation Is Data.

Agents and loan officers talk to customers all day. Most of what they learn is never written down. mBenki turns each conversation into a structured record, so an institution sees the demand it is serving, the demand it is turning away, and why.

One interaction. Two business outcomes.

Every customer inquiry produces a qualified lead where there is one, and a market data point every time. CIMS is built and tested, and runs on the same matching and discovery workflows our agents use to sell.

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What It Is

CIMS — Customer Inquiry Management, inside mBenki Nexus. Built and tested.

Who It Is for

Lenders, insurers and any institution with loan officers, a call centre or field agents.

How It Is Priced

Per interaction, on credits. No fixed cost ahead of results.

The Gap

You Record the Loans You Made, Not the Ones You Lost

Traditional Operations

The customer walks in → talks to an officer → leaves. Nothing is recorded unless a loan is booked. The signal is lost.

The CIMS Way

The customer asks → the inquiry is captured → need, offer, outcome and reason are recorded → the institution learns, whether or not a loan is booked.

No new selling skill required. Agents keep their playbook; we standardise how it is captured. The conversations that do not convert are often the more valuable half.

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How CIMS Works

Three Steps from Inquiry to Intelligence

  1. 1

    Sales Conversation

    A customer visits a branch, calls, sends a WhatsApp inquiry or engages a loan officer or agent. The agent opens CIMS to manage the inquiry and capture what the customer needs.

  2. 2

    Structured Data Packaging

    Standardised workflows capture needs, demographics, preferences, objections and intent while the customer is being served.

  3. 3

    Business Intelligence

    Data packages are aggregated into insight for distribution and growth planning, in dashboards inside mBenki Nexus.

What You Learn

Questions Your Data Cannot Answer Today

How Much Demand Are We Turning Away?

Every customer who asked and did not qualify is recorded, with the reason.

Which Products Are Customers Actually Asking for?

Requests are captured whether or not you sell that product yet.

How Well Is Our Team Managing Sales Conversations?

Conversion, follow-up and time-to-decision, per officer and per branch.

Where Should We Go Next?

Demand by district and community, before you open a branch or recruit an agent.

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Also Available: Bespoke Data Collection

Field Data, Collected to Your Brief

The same agent network that sells can also ask. We design and run field data collection for institutions, development partners and researchers who need ground-level information from communities that surveys rarely reach.

Targeted Field Activation

Agents are activated in specific areas to collect specific data from designated respondents.

Agent Swarms Online

Groups of agents gather data from targeted online population segments, through their own social networks.

What We Collect

Surveys

Of people or businesses: household and enterprise questionnaires, follow-up interviews.

Market and Price Checks

Prices, availability and stock-outs, outlet by outlet.

Shelf Photos

Stock on shelves, photographed and time-stamped in the store.

Traffic Video

Traffic circles and footfall, filmed at different times of day.

Supplier and Workforce Mapping

Who supplies what, where, and who is available to work.

Service Audits

Whether services exist, work, and reach the people they are meant for.

Any data that can be collected at scale, through questionnaires or digital imagery, can be commissioned.

  1. 1

    Designed with You

    We agree the questions, sample and locations before anyone goes to the field.

  2. 2

    Collected by Known People

    Verified agents who live in the communities they survey, working through the mBenki Pro app.

  3. 3

    Delivered as Usable Data

    Clean datasets, summary dashboards and, where wanted, a written findings report.

✓ Every record is geotagged, time-stamped and quality-checked before delivery.

Current Work

Field Data for Local Content

Zambia has set a national goal for local participation in the value chains growing around its mining and transport corridors. Meeting that goal needs facts from the ground: which local suppliers exist, what they can deliver, and where the gaps are.

mBenki is working with the Lobito Corridor Alliance on field-level data collection that supports this goal, using agents in corridor communities to gather supplier, workforce and service information at a level of detail that desk research cannot reach. Findings will be published as agreed with partners.

Who Uses It

Two Ways to Work with mBenki

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Institutions Using CIMS

Capture the demand your teams are turning away.
One standard for every channel, so results compare.
Dashboards in mBenki Nexus from the first week.
Priced per interaction, on credits.
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Partners Commissioning Data

Bespoke field collection in the communities you choose.
Geotagged, timestamped, quality-checked records.
Datasets, dashboards and findings reports as agreed.
Standard reporting products — coming soon.
  • ConsentCustomers and respondents are told what is recorded and why.
  • Data ProtectionHandled under Zambia's Data Protection Act. Personal data stays with the institution that collected it.
  • AggregationIntelligence shared beyond the collecting institution is aggregated; no individual is identifiable.
  • OwnershipCommissioned datasets belong to the partner that commissioned them.

See It in Action

See What Your Conversations Tell You

A 30-minute walkthrough of CIMS with your own products and channels in view.

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