Leading NBFC-MFI Strengthens Field Collections with Location-First Intelligence

Value Delivered

Unified

super app

Patented

clustering algorithm

Improved

recovery efficiency

Background

The customer is one of the leading NBFC-MFIs in the country. They manage a large, distributed field collections operation and offer micro-loans to customers in financially underserved and low-income regions with limited access to formal financial services.

Challenges

The customer mentioned four key business challenges related to debt collection of their JLG loans.

1. Lack of a System to Manage Field Operations

There was no centralised system to manage field operations across a high volume of active customer cases every month.

2. Loss of Customer Case History

High attrition among field agents resulted in the loss of historical customer context, impacting continuity in collections.

3. No Validation of True Customer Visits

There was no reliable way to verify whether field agents were actually visiting customers, leading to reduced customer face time.

4. Poor Visibility and Communication

Managers lacked visibility into field agent activities and did not have a dedicated mode of communication to monitor or guide execution.

Solution

1. Unified Super App

Dista deployed a location-first field force management platform with role-specific views for field agents, supervisors, and management.

The app enabled field agents to execute daily tasks through automated, DPD-based case prioritisation, structured day plans, and automated beat planning to focus efforts on high-priority cases.

Agents captured visit outcomes and collection details such as last meeting location, last paid date, daily P2P meetings, and real-time disposition updates. Alerts were sent to agents and supervisors for timely intervention, and cases could be reassigned with full access to historical case data.

2. Branch-to-Centre Mapping Using Location Intelligence

Dista deployed patented clustering algorithms, based on location intelligence, to enable accurate branch-to-centre mapping.

This created a scientifically structured foundation for field operations and ensured optimal coverage across geographies.

3. Location and Visit Data Capture

The platform captured immutable location and visit data for over 10 lakh customers.

This ensured 100% true visit verification, eliminating ambiguity in field reporting and enabling reliable validation of on-ground execution.

4. Real-Time Visibility

Managers accessed real-time and historical views of field activity through the web interface of the unified platform.

This included live agent location tracking, geofencing-based activity logs, and real-time visibility into visit execution and dispositions across all levels of management.

Highlights

Deployed patented clustering algorithms for branch-to-centre mapping.
Automated DPD-based case prioritisation to focus collection efforts.
Unified Super App with role-based visibility across the organisation.
Location and visit data captured for over 10 lakh customers with 100% true visit verification.
Improved recovery efficiency through automated beat planning, delinquency control, and real-time disposition capturing.

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“In microfinance, which is a field & employee intensive industry it is critical to optimise the field time of the staff to optimise operational coverage & efficiency. By leveraging Dista’s advanced platform, Arohan reaffirms its commitment to utilising technology to streamline workforce management and drive higher levels of performance across its operations.”

“Dista Service helped us with field investigation of our prospects as well as loan servicing for customers. Over 10K users are using the app to get real-time updates on their loan status, raise queries, respond to queries and more.”