Collectius Partners with NTT DATA to Provide a Customer-Centric Experience in Debt Collection.

Our partnership (with NTT DATA) has enhanced the customer experience that we deliver and made the process more time and cost efficient. The platform has further enabled us to provide a digital customer experience using our customer portal and other diverse services we have integrated via third part API’s, such as our OMNI channel system for communication through various channels and online payments through payment gateways. We are also benefitting from Microsoft’s continuous upgrades to the platform.

- Gustav A. Eriksson, Group CEO Collectius

INDUSTRY: Banking and Financial Services

SERVICES: Microsoft Solutions

COUNTRY: Philippines

Abstract

Collectius, the leading restructuring partner for financial institutions in Asia, was seeking to enhance its customer experience by having a CRM system that is stable and compliant with international standards to support their business growth. It needed to automate customer communication, and easily integrate the system with third party APIs and analyze customer data to better serve them.

Upgrading their legacy CRM improved their mediators’ access to their customers’ most accurate information, further improving the quality of their call handling skills to deliver a more personalized customer experience.

NTT DATA, using Microsoft Dynamics 365 Customer Service, was able to help Collectius implement a system that automates processes for a holistic and informed view of customers using customer-centric data management platform and omnichannel communication support which allows mediators a 360-degree view of the entire customer journey.

Challenges

The previous system that Collectius was using did not entirely meet the needs of the company. It needed the functionalities to automate communication, integrate easily with third party API’s and analyze customer data to serve customers in the best way. With a growing demand and portfolios acquired, Collectius decided to invest in a new platform to be able to provide the best customer experience in the market.

Solution

With NTT DATA, Collectius implemented Dynamics 365 Customer Service to leverage the benefits of Microsoft’s security and compliance measures. The company was able to fully customize its cloud debt management platform delivering seamless, personalized customer experiences through data analytics, automation, and API connectivity to third party payment solutions.
NTT DATA was a key partner in helping Collectius achieve their digital transformation to support a customer-centric approach to their operations. After a successful pilot implementation in the Philippines, they also worked with NTT DATA to implement the solution in Thailand, Malaysia and Indonesia within 6 months.
With a data-driven collection platform powered by machine learning, digital first communication, and integration of customer software solution, Collectius was able to realize the following results:

CRM automation with streamlined digital payment process with virtually zero downtime
30% increase in mediators’ productivity using self-service support and rich knowledge base portals
Enhanced customer experience with faster response time to queries by integration of all communication within the DMS
Rapid utilization of daily customer data with insights and analytics to support the strategic plan and overall business decision-making
Real-time traceability of customer payments with dashboards for better collections metrics and forecasts

Furthermore, the secure cloud-based collection platform supported business continuity during the pandemic allowing continuous operations despite mediators working from home during lockdown.

Value Realization

The most successful outcome from the partnership was the improved customer experience as well as time and cost savings for the company. The Microsoft Dynamics 365 Customer Service solution was able to deliver a customer-centric experience coupled with NTT DATA’s customized service that meets Collectius’ needs to continuously build functionality and upgrades in its platform.

What’s Next

Collectius’ passion to help customers attain financial freedom and become debt free drives them to revolutionize the debt management industry. NTT DATA’s recommendation for the company is to integrate Power BI and utilize Customer Insights to enhance their existing applications with data visualization, intuitive controls, trends, insights, and business intelligence capabilities for a more informed business decision.

About Collectius

Collectius is the leading restructuring partner for financial institutions in Asia. With operations in Singapore, Indonesia, Philippines, Malaysia, and Thailand, it has a growing footprint of three million customers across these markets. Collectius aims to transform the debt management industry in Asia. Its processes are specifically designed to provide an end-to-end digital user experience that is secure, simple, and frictionless. It is digitally driven to facilitate an efficient and professional mediation process, that sets the benchmark for the wider industry.

About NTT DATA

NTT DATA – a part of NTT Group – is a trusted global innovator of IT and business services headquartered in Tokyo. NTT DATA enables clients, as well as society, to move confidently into the digital future. We are committed to our clients’ long-term success and combine global reach with local client attention to serve them in over 50 countries.

Located in APAC region, NTT DATA Philippines (NDPH) is positioned both as an emerging market and the delivery resource pool to provide cost competitive and high-quality service in company's global strategy. We specialize in the delivery of Business Applications, Infrastructure Services, Application Development, and Learning, and Outsourcing Solutions.