Case Study: Auto Finance Firm achieves automated, best-in-class collections with Genpact

Applying digital to deliver a best-in-class collections process

Genpact helped an auto finance firm, a leading provider of auto finance products in Australia and the UK, tackle a surge in delinquencies after a major portfolio acquisition. The customer needed to bring collections under control, eliminate operational inefficiencies, and improve response times, especially as manual processes, high query volumes, and limited real-time visibility were driving up costs.

Genpact assessed the collections environment and delivered a transformation roadmap that included collections analytics, dialer operations redesign, process automation, and digital self-service tools such as IVR, NLP-based email management, and a hardship portal. The results included a 20% reduction in outbound call inventory, up to a 50% drop in inbound call volume, a 1% increase in annual revenue from better account prioritization, and an improved customer experience.