Client & Partner: Consultative Group to Assist the Poor (CGAP),
Rajawali is partnered with Irmastore – an online platform that connects digital-based products and services that enable a variety of third-party businesses. Irmastore offers airtime reloads, e-wallet reloads, bill pay, and remittance services. Irmastore has launched Beken, an API-based service that allows wholesalers to insert a widget into their existing technology platforms. Rajawali uses Beken to provide remittance services through its agent network.
REDI was assigned to support Rajawali to expand remittance and other digital services on Flores Island. A demand-side survey carried out by CGAP and Rajawali revealed that there was a strong demand for intra-island remittance services. While the main service providers were bank-based remittance services that charged up to 9x more expensive compared to Irmastore’s wholesale rate provided to Rajawali. Therefore, there was potential for Rajawali and retailers to develop a sustainable service at a price point that was attractive to customers. This also builds a foundation to offer additional financial services in the future.
CGAP assigns REDI to undertake the following assignments: (i) to support Rajawali with training programs and leadership through its global experience and knowledge of agent-based digital financial services business models; and (ii) to support Rajawali’s capabilities to expand remittance and other digital financial services using Rajawali’s Agent Network Manager (ANM) business model in Flores Island, economically and sustainably that increases the long-term access points of financial services to the communities. Those main assignments further derived into the following tasks (i) developing training module and support capabilities for the ANM to introduce DFS services to their agents, (b) providing an initial on-the-ground support team to help build momentum and transfer knowledge relating to Digital Financial Services (DFS) services, and (iii) creating a bespoke training program for Rajawali’s sales-field staff and agents relating to remittance services.
REDI developed training modules to educate and leverage the knowledge and skills of Rajawali’s Sales Officers on remittance products. The modules were in the form of a handbook and ‘cheat sheet’ and comprised the following contents, but not limited:
- Basic knowledge of remittance
- Product knowledge
- Market analysis
- Utilization of the application for remittance
- FAQ and troubleshoot
REDI recruited, trained, and assigned six local partners to be assigned as Remittance Product Specialists (RP Specialists). In each of the locations, i.e.: in Labuan Bajo, Larantuka, and Maumere, two RP Specialists were assigned. They provided training and support to Rajawali’s Sales Officers.