Operating through fragmented channels with multiple forms of communication led to the accumulation of bottlenecks into the large-scale debt recovery process. Follow up failures and drop in recoveries were very high. An Indian Financial Services Organization had critical visibility problems in its coordination of debt recovery programs for various corporate clients because the organization was relying on outdated spread sheets, phone logs, and non-integrated reports. Consequently, the organization approached Kkeydos to implement an Enterprise Debt Collection CRM.
A custom made tool exclusively designed for the loan recovery operation processing high volumes.
Automated and role based system to give administrators, collection manager, field agents & tele callers real time visibility of the recoveries to the administrators with single login interface-making every touch point seamlessly connected, automated case allocation and approval process.
Kkeydos designed, built and implemented end-to-end FinTech collection management system resulting in quantifiable business performance metrics:
85% Decrease in Case Allocation Time - Automating bulk upload with rule based assignment algorithms to instantly distribute thousands of debt portfolios amongst the assigned tele-callers.
100% Real-time recovery visibility - End to end centralized executive dashboards with complete access to total active cases, promised-to-pay (PTP) tracking and on-the-go collection totals.
45% Increase in Tele-caller Productivity - Standardized daily call logs, auto generated reminder notifications and combined customer histories consolidated operational tasks and increased tele-callers efficiency.
99.9% Operational Accuracy & Audit control - Dual-layer approval work flow was enforced resulting in eliminating manual payments verification failures and hidden customer contact points.
Existing modern day FinTech organizations and Debt recovery agencies handle a few thousands of cases of defaulting customers every day. Issues caused by desktop excel and manual teams at an organization are highly structure-less and critical in terms of operational aspect:
Issues with multiple clients – could not manage individual case with appropriate cases, rules or targets to different organizations effectively.
Unstructured follow-up call tracking – tele-callers would miss a follow up call, or forget "Promise to Pay"(PTPs) as there was no proper follow-up management mechanism.
No performance tracking in real time – Managers would not have insight of today's collection figures, and tele-caller logs or the number of approval pending for settlement at hand.
Data integrity – data was highly vulnerable as multiple excel files being handled by different entities led to duplicate cases, losing of call logs.
Kkeydos – End to End Custom Application
A. Integrated Case Lifecycle & Portfolio Management
1. Multi-client & project architecture - Created multi-tenant infrastructure allowing executives to manage individual clients, portfolio of debt and specific recovery targets from one centralized location.
2. Smart Case Allocation Engine – Implemented algorithmic assignment mechanisms for diverting cases to collection teams based on the size of debt, delinquent slab, and agent competencies.
3. High Volume Case Import & Data Cleansing – Developed efficient CSV/Excel parsing pipelines with extensive data validation/sanitization protocols prior to importing large volumes of cases into the database.
B. Intelligent Telecaller Workspace & Automated Follow-Up Engine
1. Seamless Telecaller Portal – Empowered agents with an in-window access to all key debtor data including outstanding dues, history of interactions, payment outcomes and communication preferences.
2. Promise to Pay (PTP) & Follow-up Management – Incorporated intelligent scheduled reminders for timely callbacks, client follow-ups, and adherence to agreed-upon promises.
3. Mobility enabled Field Operations – Created a mobile optimized interface for field recovery officers to log new settlements, update current case statuses and record face-to-face customer encounters.
C. Enterprising Approvals, Controls and Analytics
1. Tiered Approval workflows – Established a framework of multi-step management approvals for payment waivers, settlement terms, and charge-offs.
2. Real-time Management Dashboard – Developed real-time operational metrics focusing on key performance indicators like recovery rates, individual agent performance benchmarks, pending approval queues, and trends in payments across clients.
3. Granular Audit Trail – Implemented robust activity logging to capture every event including call outcomes, status changes, data updates, and financial transactions for regulatory compliance and operational visibility.
Legacy Set up – Distributed cases through bits and pieces through MS Excel, the highest opportunity of manual entry mistakes and not getting account details.
Kkeydos Custom Engine – Bulk cases uploaded instantly, automatically assigned to tele callers with workflow driven processing
Legacy Set up – Calls are missed due to poor documentation, written notes are easily lost resulting in the lapse of followups.
Kkeydos Custom Engine – A single view for all telecalling interaction, call result automatically updated with automated reminders for PTP’s
Legacy Set up – verbal customer approvals resulted in time delays, write offs, and poor reconciliation.
Kkeydos Custom Engine – Digital approval workflow rule based on business processes with managerial approvals on all collections made.
Legacy Set up – Manually generated, end of the month reporting, resulting in the lack of any immediate visibility to the collection process.
Kkeydos Custom Engine – Live and interactive, giving clear visibility to client recovery patterns and team performance instantly.
We implemented this bespoke FinTech CRM using a well-structured agile engineering approach:
Discovery & Collection Process mapping: we charted client recovery lifecycle, approval cycles and tele-calling workflow.
Database design & Schema: designed a secure relational database and schema for handling massive portfolio data along with logging activities efficiently.
UI/UX prototyping: wired up a low latency, easy-to-use interface for telecallers, team leads, and C-level executive management.
Full stack development & workflow coding: Developed secured, role-based access protocols over RESTful APIs, and automated reporting engines.
Auditing, Load testing and Cloud deployment: Stress-tested bulk upload features, and deployed system across High-availability Cloud infrastructure.
Features of our Debt Collection CRM Platform
* Multi-Client and Multi-Project Portfolio Management
* High-volume Bulk Case Upload and validation
* Intelligent Case Allocation and Team Management
* Tele Caller Workspace with customer interaction logs
* Automated PTP and Reminder alerts for recovery follow-ups.
* Multi-tier Management approval process for settling claims.
* Real-time recovery analytics and dashboards
* Client-wise, team-wise, agent-wise granular reporting.
* Mobile-responsive web portal for recovery in the field.
* Role-based access control (RBAC) and Data security between each client.
* Comprehensive Audit trail log for regulatory compliance.
* Highly scalable Architecture to be integrated with a payment Gateway, and AI in the future.
Q1: What is the main thrust of this Debt Collection CRM case study?
Ans: Kkeydos architected and delivered a bespoke, integrated Debt Collection CRM for an Indian FinTech firm, moving operations from fragmented manual processing to efficient, automated digital processes.
Ans: Yes. The integrated CRM uses a multi-tenant portfolio management architecture designed to allow debt collection agencies to support multiple corporate customers, projects, goals and collection rules seamlessly within a single solution.
Ans: The integrated CRM equips telecallers with structured dashboards displaying daily allocated cases, historical customer data (including call logs and their outcomes), alongside automated reminders for follow-ups and Promise-to-Pay (PTP) dates.
Ans: Yes. The Debt Collection CRM comes with an optimized, mobile responsive web application to allow remote debt collection teams to assign cases to field agents on field, track location, log case-visit results, and update collection statuses remotely.
Ans: Without a doubt. Employing strict RBAC (Role Based Access Control), Data encryption and individual client databases, Kkeydos’ platform adheres to strict regulatory compliance and enterprise-grade security protocols.
Q6: Can this CRM connect to a third party's Payment Gateways and communication tools?
Ans: Yes it can, because we build the platform on Open RESTful APIs and therefore our architecture supports payment gateways and automated alerts via SMS/WhatsApp, IVR telephoning and also through AI predictive dialer.
Q7: How does the platform deal with approval for settlement and discount?
Ans:The platform has a rule-based digital approval workflow. Hence, if an agent or manager requests debt settlement or fee waiver on a loan account, then it goes through a multi tier managerial approval hierarchy and approval comes from different authorities.
Q8: Is it possible to import a high number of loan accounts by Excel or CSV, at once?
Ans: Yes, our high speed bulk upload engine imports thousands of collection accounts simultaneously by detecting duplicates and automatically cleaning and validating records.
Q9: Who owns the intellectual property and Source Code of Custom CRM?
Ans: You own 100% of your custom source code, database schemas, workflow logic, and design assets immediately upon receipt of your custom built CRM system (we do not charge recurring platform licensing fees).
Q10: Generally how long does it take for a custom Enterprise CRM to be built at Kkeydos?
Ans: Generally, it takes a custom debt collection and financial CRM 6-10 weeks to get designed, built, tested and deployed by us. Feel free to contact our engineers over here- https://www.kkeydos.com/contact-us so that they may make a custom technical proposal for your build.
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