Case Study: Leading Chinese Bank achieves uninterrupted debt collection during pandemic shutdown with FICO Customer Communication Services

Leading Chinese banks rely on FICO® Customer Communication Services for collection work without collectors

A leading Chinese bank faced the challenge of maintaining its debt collection operations after a government-mandated quarantine shut down its call centers during the COVID-19 pandemic. With collectors unable to work, the bank needed a way to handle a massive surge in case volumes and adapt its strategies to rapidly changing conditions, aiming to resolve the majority of cases through self-service.

The vendor FICO implemented its Customer Communication Services solution, which used intelligent omni-channel communications to automate outreach. With FICO's support, the bank immediately adjusted its strategies and workflows, successfully handling a volume up to 20 times normal with 100% automated communications. This resulted in zero operational downtime during the critical shutdown period.