Value Delivered
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.
