Case Study: a large multinational bank improves collections performance with EXL PaymentorSM

EXL improves collections performance for a large multinational bank with EXL PaymentorSM

EXL worked with a large multinational bank that was struggling with costly, ineffective B2C collections processes, high delinquency volumes of about 100,000 overdue customers each month, and an overreliance on manual voice calling. The bank also lacked digital self-service, personalized communications, scalable operations, and reporting, making it difficult to improve engagement and collection economics.

Using EXL PaymentorSM, EXL deployed AI-powered personalized messaging, self-learning contact optimization, and two-way digital outreach through email, SMS, and WhatsApp to reach all delinquent customers more effectively. Within months, the bank achieved a 600 bps higher payment rate, 10% faster collections, and 50% fewer dialer attempts per account per month, translating into about $3M in annual credit loss savings and $3M in annual dialing savings, while improving customer engagement through higher email and SMS response rates.