Case Study: Global Financial Services Provider transforms collections with Genpact

How one financial services giant looked to digital to transform debt recovery

Global Financial Services Provider, a $1.9 trillion global financial services firm, turned to Genpact to improve its collections process. The company was dealing with fragmented operations across seven sites, manual and inefficient workflows, limited controls, and aging systems that made debt recovery slower, riskier, and more costly.

Genpact conducted an end-to-end diagnostic and maturity assessment of the collections function and recommended a digital transformation roadmap spanning a new target operating model, speech analytics, robotic process automation, middleware-based compliance controls, self-service channels, and improved customer segmentation. Genpact’s proposed solution was expected to drive a 5% increase in funds collected, a 30% reduction in compliance breaches, up to a 15% lift in Net Promoter Scores, error rates below 0.5%, and a 34% annual expense reduction, with a five-year net expense benefit of $14.5 million.