Case Study: a largest debt collection agency doubles recovery rates with EXL PayMentor

Doubling of repayment rates for leading USA DCA

EXL worked with a largest debt collection agencies in the United States that was relying on outdated digital collections technology and generic mass email outreach. The customer needed a better way to segment debtors, personalize communications, and respond to customer behavior, so it turned to EXL PayMentorSM to improve performance on long-overdue debts.

EXL implemented EXL PayMentorSM as a cloud-based digital debt collection platform with highly segmented, personalized email journeys, machine learning, and conversational AI. The solution improved email open rates from 30% to 44%, reduced email journey degradation from 67% to 10%, and delivered a 100+ basis point monthly recovery rate increase, ultimately more than doubling repayment rates among customers who had not paid for over six months.