The Challenge: A Struggle with Inefficiency
A leading private sector bank in India, known for its commitment to digital innovation and financial inclusion, was facing a major roadblock in its collection process. Managing field agents and tracking customer payments had become a cumbersome task, as the entire process relied on manual, Excel-based systems. Case allocations were slow and inefficient, leading to unproductive agents and missed business targets.
Without real-time tracking, monitoring field operations was nearly impossible. Agents wasted valuable time navigating unstructured workflows instead of engaging with customers. The bank struggled to maintain oversight and control over financial processes, further impacting collection efficiency. With growing operational complexities, they needed a smarter, tech-driven solution to streamline collections, boost agent productivity, and enhance financial visibility.
