Challenges

The existing manual process did not help the client and the collection agency to efficiently manage their daily case allocation to agents. Moreover, agent productivity was low due to the inability to optimally utilize agent time to meet more customers and this was further exacerbated by the use of excel sheets. As a result, the business could not meet targets.

The client wanted to streamline the collection process for their field agents to perform realtime tracking of the agent and payment made by customers. They also wanted to improve the field agent’s efficiency and attain greater control over financial business processes.