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92% Performance Breakthrough: Driving Collection Excellence with Digital Intelligence

Overview: The client is a prominent financial institution with a legacy spanning over a century, offering a comprehensive portfolio of banking services, including loans, investment products, and digital banking solutions. They sought to transition from a fragmented, semi-automated collection setup to a centralized Digital-first collection ecosystem that could enhance visibility, improve recoveries and reduce operational costs.
Objective: To build an end-to-end, ERP-based collection platform that integrates field and contact center operations, enhances visibility, and drives superior recovery performance through digital and AI-led optimization.

Business Challenges

The client faced multiple limitations in their existing collection ecosystem. It functioned with decentralized monitoring, minimal automation, and fragmented tools. To unlock greater efficiency and performance, the client identified the need for a unified ERP-based platform to manage all collection activities end-to-end.

Integration Issues: Lack of interoperability across multiple collection platforms caused inefficiencies.

CRM Gaps: Disconnected interfaces between field teams and contact center operations

Operational Inefficiencies: Absence of automated bot-calling solutions and inadequate field-agent management

Compliance Constraints: Manual processes created risks in maintaining consistent legal and policy adherence.

The Solution

We designed and deployed a customized digital debt recovery ecosystem powered by automation, AI, and ERP integration. The solution unified all collection processes which are field, tele-calling, and digital under one intelligent platform. Key capabilities included automated communication through SMS, Email, IVR Blasters, and Voice Bots, integrated payment link workflows, and legal compliance modules to ensure regulatory adherence. Extensive training workshops and partner onboarding sessions ensured smooth adoption and scalability. The unified ERP system enabled real-time data synchronization, resource optimization, and seamless performance tracking across all collection channels.

Value Delivered

Our integrated digital collection framework enhanced operational efficiency via AI and BOT-led automation, cost reduction, and measurable performance gains across the client’s ecosystem.

1.1Bn USD

Total Contract Value (TCV) achieved through transformation-led growth

92%

average performance achieved against an 81% target benchmark

Zero

escalations received from end-customers or client stakeholders

3%

NPA rate, reduced from 7%, indicating significant portfolio improvement

Real-time visibility through unified dashboards and automated reporting

7%

resolution improvement in Post-Due-Date (PDD) cases

Business Benefits

AI-led Hybrid Collections

Enhanced Compliance

Cost Optimization

Improved Recovery Rates

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