Driving Efficiency in NBFC Field Collections Through Digital Innovation

The client is one of India’s leading Non-Banking Financial Companies (NBFCs), the rhythm of business was steadily growing. Serving a diverse mix of corporate and private customers, the NBFC had established a strong presence across sectors—including infrastructure, small businesses, and individual borrowers. With a focused mission to expand financial access, the company was particularly committed to supporting rural communities and self-employed individuals—segments often underserved by traditional banking channels.

The Challenge: Agent Productivity Challenges

As the NBFC expanded its footprint across India—reaching deeper into rural markets and serving the infrastructure sector—the cracks in its legacy systems began to show. The daily collection operations, managed largely through manual processes and Excel-based tracking, were becoming increasingly unsustainable. The lack of centralized oversight made it difficult to track who was working on what, and where.

Field agents, who were the face of the organization for thousands of borrowers, were grappling with limited tools. Their time was often consumed in navigating inefficient handoffs, redundant paperwork, and chasing down information that should have been readily available. With no real-time data, they couldn’t prioritize their visits or plan optimal routes.

From an executive standpoint, the impact was even more concerning. The CIO recognized the critical gap in the company’s digital infrastructure—without real-time tracking or mobile-enabled field automation, there was no way to ensure operational visibility. The need for change was evident. The organization required a unified, digital solution that could not only streamline field collections but also bring transparency, accountability, and agility to its financial operations.

The Solution: A Smart, Scalable Digital Platform

To address the operational and efficiency gaps, Datamatics engineered a robust hybrid field collections application, compatible with both Android and iOS platforms, ensuring wide accessibility across the client's diverse agent base. The mobile solution was designed not just as a digital replacement for paperwork—but as a powerful productivity tool to streamline every step of the collections workflow.

A key feature of the app was its intelligent agent onboarding module, which allowed the client to seamlessly capture and maintain agent profiles—including basic details, educational background, work experience, and the specific geographic areas assigned to each agent. This structured data capture brought much-needed visibility into workforce planning and allocation.

In line with the client’s growing IT strategy, Datamatics ensured that the app was cloud-ready and could easily integrate with leading platforms such as AWS or Microsoft Azure. This flexibility enabled the client to select their preferred operating system, programming language, web application framework, and database—all while staying aligned with internal IT policies and compliance requirements.

The mobile app also featured:

• Real-time data synchronization, even in low-connectivity areas
• Secure digital receipt generation
• Geo-tagged customer visits and payment records
• Integrated dashboards and reporting tools for supervisors and back-office teams

With its modular design and enterprise-grade architecture, the solution wasn’t just a fix for today—it became a scalable foundation for tomorrow’s digital collections strategy.