Case Study: Leading Philippines Bank achieves rapid account allocation and risk mitigation with Newgen Software

Philippines Leading Bank - Customer Case Study

One of the Philippines’ largest banks — with a national footprint of 651 brands and more than 72 global branches — faced a surge in loan and credit-card delinquencies that its legacy collections system could not handle. Manual processes caused erroneous approvals, poor visibility into collectors’ workloads, and disjointed communications, so the bank chose Newgen’s Smart Collection Solution (a low‑code IBPM platform) to deliver an omnichannel experience, faster information retrieval, and better tracking and monitoring.

Newgen automated workflows, introduced risk‑based case allocation, omnichannel notifications, dashboards, recovery tools (litigation, repossession, restructuring) and disposition coding, and integrated with core systems. The implementation cut external agency consolidation and validation from 5.5 to 1.25 hours, reduced account allocation from 2.5 hours to 18 minutes, doubled retail lending productivity to 5–6 accounts per day, and improved legal/repo efficiency while enabling unified reporting and engagement.