Case Study: Ualá achieves faster debt collection and higher contactability with Infobip

Ualá cuts agent wait time by 97% with Infobip

Ualá, a digital financial platform focused on financial inclusion across Latin America, faced a challenge in managing debt collection communications with delinquent customers. Their fragmented setup using individual WhatsApp lines and mobile devices made tracking conversations and enforcing compliance difficult. To modernize this process, they partnered with vendor Infobip for a centralized, omnichannel communications solution.

Infobip implemented a strategy combining Voice, SMS, Email, and WhatsApp, all orchestrated through its customer engagement and cloud contact center solutions. This provided Ualá with a scalable and fully traceable infrastructure for debt collection. The results for Ualá were significant: a 97% reduction in waiting time to speak with an agent, a 73% reduction in collectors' workload pre-due date, and 60% contactability achieved across their delinquent portfolio.

Ualá