CLIENT PROFILE
A retail-focused NBFC with a diversified secured and unsecured lending book spanning personal loans, two-wheeler loans, and consumer durable finance. The institution operates through a pan-India branch and digital origination network, servicing a high-volume, high-velocity early-bucket portfolio of several lakhs active accounts. (Illustrative case study based on a representative implementation scenario.)
BUSINESS CONTEXT
Rapid portfolio growth over the preceding two years had outpaced the NBFC’s manual collection capacity. Early-bucket accounts (0-90 DPD) were tracked through branch-level spreadsheets, with each region maintaining its own follow-up cadence and prioritization logic.
As delinquency volumes rose, the absence of a consistent, systematic early-intervention strategy meant that risk-based prioritization was largely informal, and management had no real-time, bucket-wise view of portfolio health to act before accounts slipped further.
CHALLENGE
- Collectors received account lists via email and WhatsApp with no systematic segmentation by DPD, risk tier, or product type, resulting in uneven workload distribution across the collector base.
- Promise-to-Pay commitments were recorded manually or not at all, so broken promises went unnoticed until an account had already rolled into a higher bucket.
- There was no early-warning mechanism to flag accounts drifting toward NPA classification, and regional collection heads could not compare team-level productivity in a consistent way.
- The combined effect was rising 30-60 and 61-90 DPD roll-forward, inconsistent collector performance, and delayed corrective action on high-risk accounts.
CLEARDU PLATFORM IMPLEMENTED
Primary platform: Collexifi
Collexifi was implemented as the primary solution because the problem was fundamentally one of collection workflow standardization — systematic segmentation, allocation, follow-up, and visibility — which is the core purpose of the platform.
DETAILED SOFTWARE IMPLEMENTATION
- Portfolio onboarding was carried out through a daily data feed from the NBFC’s loan management system, ingesting loan-level balances, DPD, product type, and prior collection history.
- Accounts were automatically segmented into DPD-based risk tiers (0-30, 31-60, 61-90) with sub-segmentation by product and ticket size, re-computed nightly as accounts moved buckets.
- Rule-based allocation assigned accounts to collectors according to tier, geography, and existing workload, replacing manual list distribution.
- An escalation workflow was configured to automatically flag accounts with two or more broken PTPs for supervisor review and priority follow-up.
- The Promise-to-Pay capture module was embedded directly into the collector’s daily workflow on both mobile and desktop, standardizing how commitments were logged and tracked.
- Role-based dashboards were configured separately for collectors, team leads, and regional managers, and the rollout was piloted across three regions for four weeks before phased national go-live over the following six weeks.
PROCESS TRANSFORMATION
Before: Before Collexifi, collection activity relied on fragmented spreadsheets, manual list distribution over email and WhatsApp, inconsistent PTP tracking, and delayed escalation of high-risk accounts.
After: After implementation, every early-bucket account is visible in real time with DPD-triggered allocation, standardized PTP capture, automatic escalation of broken promises, and comparative dashboards that let regional managers benchmark team performance consistently.
- Collection managers gained real-time visibility into bucket movement and could intervene before accounts rolled forward.
- Collectors received prioritized, systematically allocated work queues instead of undifferentiated account lists.
- Regional managers could compare productivity and PTP conversion across teams on a single, consistent dashboard.
PLATFORM CAPABILITIES USED
- DPD-based collection workflows
- Portfolio and account segmentation
- Automated, rule-based case allocation
- Promise-to-Pay capture and monitoring
- Follow-up scheduling
- Collector productivity monitoring
- Escalation management
- Recovery and collection dashboards
- Audit-ready collection records
KEY RESULTS
- 28% reduction in early-bucket (30-60 DPD) roll-forward within six months
- 33% improvement in collector productivity, measured as accounts closed per collector per day
- 24% improvement in Promise-to-Pay conversion
- 100% of early-bucket accounts brought under systematic DPD-based tracking, up from roughly 40% under the prior spreadsheet-based process
IMPLEMENTATION CONSIDERATIONS AND CONTROLS
- Loan-level data from the LMS feed was validated during onboarding to ensure accurate DPD and balance mapping before go-live.
- Role-based access separated collector, team lead, and management views to maintain appropriate data visibility.
- Exception handling was configured for accounts with disputed DPD or in active restructuring, routing them to a separate review queue.
- A phased rollout with structured collector training supported adoption and minimized disruption to ongoing collection activity.
CONCLUSION
By replacing fragmented, spreadsheet-driven tracking with Collexifi’s DPD-triggered workflow automation, the NBFC established a standardized, measurable early-bucket collection process. The combination of systematic segmentation, automated allocation, and structured PTP monitoring gave collection managers the visibility needed to intervene earlier, directly reducing roll-forward and improving overall collection efficiency across the portfolio.
LAYOUT-READY SUMMARY
| BANKING SECTOR · RETAIL COLLECTIONS | 28% Lower Roll-Forward |