India’s Top NBFC Streamlines End-to-End Debt Collections With Dista Collect

Value Delivered

4000+

field collections agents managed

100000+

customer data processed

Seamless

integration with over 100 third-party agencies

Empower

telecallers and field agents with web and mobile dashboards

Background

A leading Non-Banking Financial Company (NBFC) in India with a customer base of nearly ten lakh borrowers and over 30 loan offerings was looking for a system to streamline its collections processes with a unified system.

The NBFC caters to customers with secured and unsecured loans. Their operations involve over 600 call center agents and 4000+ field collection agents, who are majorly managed by more than 100 third-party agencies.

This case study explores how Dista Collect transformed the NBFC’s debt collections management, settlement, repossession, and field force orchestration.

Challenges

1. Inefficient Resource Allocation

The third party agencies did not have a centralized and standardized process to assign customers to agents.
Lack of connected handoff from telecaller teams to field agents for faster recovery.
Lack of visibility to the NBFC operations team into allocation practices and proof of agent visits.
No effective way to determine the number of field agents required to optimally cover territories.
No system to centrally manage agent to agency mapping leading to under/over agent utilization.

2. Lack of Strategic Insights

Lack of real-time insights on visit outcomes.
Difficulty in assessing agent and territory performance due to the absence of centralized visibility into loan recovery status and collections.
No integration of customer-level data like loan details and delinquent portfolios due to disparate data sources.
No system to identify if the territories and agents are optimized for maximum customer visits.

3. Limitations in Field Collection Operations

Handling varying Days Past Due (DPD) buckets required different strategies for 0-30 DPD, 31-90 DPD, and beyond. Recommending these strategies to field agents was challenging.
Secure loans and short-term personal loans (STPLs) required prioritization based on proximity, due dates, and loan type.
Zero-bounce customers needed proactive reminders to prevent from defaulting or delaying.

Solution: Dista Collect

Dista Collect offered an end-to-end collection solution, seamlessly integrating the NBFC’s call center and field collection agents while offering geospatial insights and visibility to central teams and leaders.

1. Location-powered Recommendations for Leaders

Recommendations and simulations for agent-to-agency network mapping and optimization on geospatial layers for leaders and analytics team.
Regional/Territory level view into the performance of agents and agencies.
Ability to tweak customer coverage, agent beat plan radius, territory sizing, etc; and running simulations to maximize visits.
Hiring recommendations based on resource utilization and then running geography based simulations to maximize efficiency.

2. Centralized End-to-End Operations

Integrated seamlessly with the NBFC’s Loan Management System (LMS) and telephony solutions for telecalling teams.
Integrating and connecting with over 25 systems (Telephony, LMS, payment systems etc) to relay data seamlessly between the systems.
Unified system providing real-time visibility of all cases, collection statuses, and agent activities for the National Collections Head and other leaders in the organization.
Features for cash reconciliation, settlements, mode-of-payment tracking, and more.
Support for repossession and cash deposits to banks.

3. Efficient Lead Assignment and Allocation

Monthly allocation of over two lakh customer cases to agents based on optimized agency-to-agent mapping, DPD buckets, PTP customers, and loan types.
Proximity-based case assignments ensured optimal agent utilization.
Recommending monthly allocations and case-specific daily assignment of loan numbers to agents.

4. Field Force Orchestration

Real-time customer allocation and tracking of over 4,000 field agents, ensuring reduced travel time and maximizing customer handshakes.
Dynamic simulations for case prioritization based on various factors, like DPD bucket, loan type, customer location, agent location, risks, payment history, previous interactions, and other parameters

5. Enhanced Security and Compliance

Robust platform security with VAPT (Vulnerability Assessment and Penetration Testing) offered by Dista.
Certified data integrity and compliance with regulatory standards.

Customer Impact

1. Transparent Operations

Centralized agency operations across 100+ TPAs, ensuring compliance and alignment with the corporate NBFC teams.
Optimized agent-to-case allocation, reduced redundancy, and improved customer facetime.

2. Enhanced Visibility and Control

Centralized dashboards provided the National Collections Head with end-to-end visibility into territory-level collection activities.
Real-time tracking enabled better monitoring and performance evaluation of agents.

3. Optimized Resource Utilization

Reduction in travel time with location-based case allocation to field agents. This helped with better customer coverage and reduced operational costs with territory optimization.
Proximity, capacity, and speciality-based customer assignments improved agent productivity.

4. Data-Driven Decision Making

Insights from loan history, PTP, and other customer data enabled targeted strategies for different DPD buckets and loan types.
Predictive simulations helped in workforce planning and resource allocation.

5. Enhanced Customer Engagement

Proactive reminders for zero-bounce customers reduced potential defaults and improved recovery rate.
Personalized interactions based on loan type and repayment history improved customer experience.

Highlights

Improved field force orchestration resulting in higher field agent productivity.
Streamlined end-to-end collection process to significantly improve debt collection and recovery rate.

Final Thoughts

The NBFC’s complex ecosystem with multiple parties and workflows demanded a robust solution to run end-to-end collections, optimize field agent productivity, improve collection efficiency while offering real-time visibility to leaders.

Dista Collect, our location-powered end-to-end collection software has proven to be a game-changer for the NBFC, addressing critical challenges in the complete debt collections process, settlement, reconciliation, and field force management.

By leveraging advanced location intelligence, robust and secure integrations, and location data-driven insights, the NBFC significantly improved field orchestration, efficiency, compliance, and customer satisfaction. As the NBFC continues to expand its operations, Dista Collect remains a vital tool in ensuring scalable and sustainable growth.

See How Enterprises Leverage Location Intelligence with Dista

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