Digital Transformation Triumph: The ERP Journey That Generated 13 Mn USD in TCV
Overview: The client is a prominent financial institution
with a legacy spanning over a century, offering
a broad range of banking services, including
loans, investment products, and digital banking
solutions. To enhance its debt recovery
processes, the client wanted to streamline and
optimize collection operations ensuring revenue
growth and business performance.
advanced tools for tracking daily productivity.
Objective: Augment digital debt recovery efficiency and performance with a unified ERP solution
Business Challenges
The client faced significant challenges with their existing collection system, which, despite achieving notable success,
operated with decentralized monitoring and limited automation. To drive further improvements in operational efficiency
and revenue performance, they recognized the pressing need for an integrated ERP system that could consolidate and
manage all collection activities within a single platform.
Integration Issues: Lack of integration in collection systems
CRM Gaps: Disjointed CRM interfaces for field agents and contact centers
Operational Inefficiencies: Lack in bot calling solutions and field agent management
The Solution
Conducting a detailed capability gap analysis, we developed a tailored, end-to-end debt recovery solution. The
solution involved onboarding multiple OEM partners through a collaborative model and facilitating workshops for
seamless adoption of the new processes. We implemented an integrated digital collection system incorporating SMS,
email, IVR, chat and voice bots, payment link integration, tele-collections, and legal compliance. This streamlined,
compliant approach boosted recovery efficiency and ensured higher performance outcomes.
Value Delivered
The implementation of digital collection system, automated routine tasks, provided real-time data synchronization and optimized
resource allocation. This enabled faster collections with reduced operational costs and improved accuracy in decision-making.
13Mn USD
TCV generated through the digital collection system
10%
Faster Resolution of Delinquent Accounts
99.8%
4 New LOBs expanded, including warranty and setup processes