A large financial institution faced significant challenges in recovering non-performing loans, directly impacting its liquidity and financial predictability. With a growing volume of overdue debts, the company was looking for an effective solution to improve its recovery rates without compromising its relationship with its customers.
CHALLENGES
The main challenge was the low success rate in negotiations, the result of a traditional and poorly personalized process. Furthermore, the company faced difficulties with:
- Lack of assertiveness in communication with defaulters;
- Excessive dependence on telephone calls;
- Difficulty in segmenting debtor profiles for more efficient approaches;
- Need to integrate new technologies to optimize debt portfolio management.
PLANNING
Faced with these challenges, the financial institution initiated detailed planning, relying on Way Back's expertise to structure a new credit recovery model. The planning included:
Data Analysis: Complete diagnosis of the defaulters' database to identify behavior patterns and propensity to pay. Definition of Personas: Creation of detailed debtor profiles, allowing for segmentation and personalized approaches. Multichannel: Development of a communication plan with diversified channels to maximize the effectiveness of approaches. Process Automation: Implementation of technological solutions to optimize recovery flow and increase productivity.
SOLUTIONS FOUND:
To overcome these challenges, the financial institution relied on the expertise of Way Back, which implemented a credit recovery model based on technology, personalized strategies, and multichannel solutions. The solution included:
- Use of Artificial Intelligence: Implementation of an automated system for profile segmentation and defining the most effective approach for each type of debtor. - Expansion of Contact Channels: In addition to the telephone, contact strategies were used via WhatsApp, SMS, email and the self-negotiation portal. - Personalization of Approaches: Creation of payment messages and offers tailored to the debtor's financial profile, increasing the chances of adherence. - Smart Monitoring and Reporting: Real-time monitoring of campaign performance, enabling quick adjustments and greater predictability of results.
CONCLUSION
By implementing these solutions, the financial institution achieved significant results:
- Significant increase in the credit recovery rate; - Reduction of operating costs due to process optimization; - Improved customer experience, promoting a healthier and more lasting relationship; - Greater financial predictability, with a more balanced and stable cash flow.
GET IN TOUCH
This case study reinforces the importance of innovative, technology-based strategies for credit recovery, ensuring effectiveness and sustainability for financial institutions. To answer questions about the best Way Back solution for your business, contact us via WhatsApp on the page.
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