Case Study: a fintech company improves loan recovery with XCALLY

How omnichannel software helped a fintech company with loan recovery

A fintech company in Nigeria, which provides financial services to the unbanked population, faced challenges with loan recovery. Their outdated system was not automated, could not manage customer support, and produced unusable reports. They needed to reduce outsourcing costs, create better customer touchpoints, and automate the process of contacting customers about loan deadlines. They turned to vendor XCALLY and its omnichannel software for a solution.

XCALLY implemented an automated system that managed incoming interactions with a self-service feature and automated the tracking and recovery of loans. The software was deployed on-premises and later migrated to the cloud, enabling a 24/7 contact center and remote work. As a result, the fintech company increased its debt collection monthly. The solution also allowed agents to effectively track their performance. The company grew its team from 5 to 96 agents, demonstrating significant expansion and success.