CLIENT PROFILE
A public sector bank running recovery operations through internal collection teams, external agencies, and outbound calling simultaneously across a large, geographically dispersed retail portfolio.
BUSINESS CONTEXT
As recovery volumes grew, internal collectors, external agencies, and the calling function operated on largely disconnected systems, each with its own case tracking and reporting method.
Management lacked a single, consolidated view of portfolio-wide recovery activity, and there was a recurring risk of the same borrower being contacted redundantly through multiple channels on the same day.
CHALLENGE
- Internal collectors and external agencies tracked cases separately, with no shared allocation logic to prevent overlap or gaps in coverage.
- Outbound calling activity — whether manual or automated – was not visible to the collectors and agencies handling the same accounts, risking duplicated or contradictory borrower contact.
- Cross-channel reconciliation of PTPs, payments, and account status was manual and delayed, often taking days to consolidate for management review.
- There was no single escalation framework governing how an account should move between internal collection, agency assignment, and AI-led calling as it aged.
CLEARDU PLATFORM IMPLEMENTED
Primary platform: Collexifi, integrated with VoiceBot
Collexifi was implemented as the primary platform for internal teams and agencies, integrated with VoiceBot so that AI-led calling activity, PTPs, and outcomes are visible within the same collection workflow rather than operating as a separate channel.
DETAILED SOFTWARE IMPLEMENTATION
- All recovery channels – internal collectors, external agencies, and VoiceBot campaigns – were mapped into Collexifi’s case management structure under a single account view per borrower.
- Unified allocation rules determined which channel handled an account at each stage, based on DPD, prior contact history, and channel-specific escalation criteria.
- VoiceBot campaign outcomes – PTPs, payment intent, and escalation flags – were integrated directly into the borrower’s Collexifi record, visible to any collector or agency subsequently handling the case.
- Cross-channel escalation rules were configured so that unresolved or high-risk accounts moved automatically from AI-led calling to internal collectors or agency assignment as appropriate.
- Consolidated management dashboards were built to show recovery activity and outcomes across all three channels in real time.
- A single reporting layer replaced the previous practice of manually reconciling separate channel reports.
PROCESS TRANSFORMATION
Before: Before integration, internal teams, agencies, and calling activity ran on disconnected systems with manual, delayed reconciliation and a real risk of redundant borrower contact.
After: After implementation, every recovery channel operates within a single case management structure, with unified allocation, shared visibility of PTPs and outcomes, and automated escalation between channels as accounts age.
- Collection managers get one consolidated view of recovery activity across internal, agency, and AI-led channels.
- Agencies and internal collectors avoid redundant contact by seeing recent VoiceBot interactions before follow-up.
- Senior management receives real-time, cross-channel reporting instead of manually reconciled updates.
PLATFORM CAPABILITIES USED
- Unified case management across internal, agency, and AI-led channels
- Cross-channel allocation rules
- Integrated PTP and outcome visibility
- Cross-channel escalation management
- Consolidated recovery dashboards
- Centralized operational reporting
- Collector and agency productivity monitoring
- Audit-ready collection records
KEY RESULTS
- 100% unified visibility across internal, agency, and AI-led recovery channels
- 27% reduction in duplicate or conflicting borrower contacts
- 33% faster consolidated management reporting cycle
- 21% improvement in overall recovery rate across the unified portfolio
IMPLEMENTATION CONSIDERATIONS AND CONTROLS
- Channel mapping was validated during onboarding to ensure every active account had a single, unambiguous owner at any point in time.
- Escalation rules were reviewed with both internal collection and agency management teams to ensure practical alignment.
- Role-based access preserved appropriate data boundaries between internal teams and external agencies.
- Change management included joint training sessions for internal collectors and agency supervisors on the unified workflow.
CONCLUSION
By orchestrating internal collectors, external agencies, and VoiceBot campaigns within a single Collexifi case management structure, the bank eliminated the blind spots created by disconnected channel-specific systems. The resulting unified visibility, reduced redundant contact, and faster reporting cycle strengthened both operational efficiency and overall recovery performance.