Case Study: a US-based fintech company boosts collection rates with EXL’s AI-powered digital collections

Digitization of debt collection for a large US-based fintech

EXL worked with a US based Fintech that was facing a 30% increase in delinquency year over year, leading to 20% higher time to collect, a 500 bps drop in collection rate, and a 50% rise in collection costs. The company’s collections process was constrained by a phone-based strategy that did not scale, relied too heavily on days past due, and lacked collections-specific models.

EXL implemented a digital collections solution using propensity-to-pay machine learning models, advanced segmentation, and personalized journeys driven by customer behavior and risk differentiation. The approach improved the collection rate by 20% and reduced collection costs by 30% for select segments, while helping the fintech modernize and scale its collections strategy.