RP Sanjiv Goenka Group


Insights Driven Operations and Communications

Using data to automate processes and enhance services

CBILS and BBLS lenders can mitigate risk by using artificial intelligence (AI) to detect fraud and improve customer engagement by running automation and analytics. Firstsource helps clients do more with data. See how we’ve optimised client operations and customer communications in the success stories below.

Proactively identifying and handling risky areas

Tighter risk controls and improved customer experience for commercial finance

The Challenge

The commercial finance division of a leading UK bank needed help with invoice factoring and discounting. Their processes required high levels of manual work resulting in poor visibility into service activity and high risk exposure. The client asked Firstsource to introduce consistent standard practices to reduce cost-to-serve and lower compliance risks while improving lending visibility, risk analysis and client experience.

The Solution

As part of an outsourced solution Firstsource deployed Intelligent Automation (IA) based on robotic process automation (RPA) and machine learning, to automate:

  • 30 processes across factoring and invoice discounting
  • Sales ledger reconciliation in invoice discounting
  • Risk management activities such as aged- and over-credit limit calculations
  • Auto-emailing of debt verification information to debtors
  • Month-end risk analysis with a granular level analysis for sales ledgers and creditors, applying client rules and system updates to ensure funding rules are in place.

The Outcome

Firstsource helped the commercial finance division reduce invoice financing risk resulting in:

  • £3.5m decrease in risk exposure from inaccurate reserves
  • Faster execution of risk controls with month-end activities completed within 24 (compared to 48-72 hours prior to automation)

Importantly the solutions led to operational and customer experience improvements through:

  • Greater visibility on all activities, quality and compliance
  • Higher accuracy of end-client risk activities
  • Increased accuracy and compliance in client servicing and account maintenance

Adjusting operations and communications based on profile data

Driving collections and customer interactions with data insights

The Challenge

Collections were proving a big challenge for one organisation. This client asked Firstsource to address its technology and processes issues and to meet its strategic goals to:

  • Become a true service centre and a provider of choice by offering an efficient, high-tech collections process supported by excellent communications and engagements
  • Improve cash flow and revenue cycle through better collections

The Solution

Firstsource provided a collections portal with the look of best consumer-centric websites. We enhanced interactions by utilising intelligent analytics, powered by propensity-to-pay scoring models, machine learning and AI, allowing us to:

  • Optimize the ability to pay with individually customised payment program
  • Find undiscovered funding sources by applying advanced analytics to cases
  • Enhance engagement and improve contact by using algorithms to fine-tune communications
  • Improve customer interactions by learning from actions with highest satisfaction

The Outcome

The client realised its goals with Firstsource delivering an elevated, full-service financial experience for customers. We also improved finance recoveries, resulting in:

  • A reduction for bad debt expense, and lower collections expense
  • Contact and payment rates exceeding average recovery by 20% within the first few months

Digital Collection Demo

Firstsource’s Digital Debt Collections platform is everything lenders need to future-proof for regulatory uncertainities. Combining automation, design, insights, complaince and process expertise it delivers enhanced customer experience with non-instrusive, self-service collections.

Next steps

To learn more about how we can help customers in Financial Services visit our Banking and Financial services page. Or see how tech solutions such as automation can improve customer experience and support collections.
For more insights on servicing CBILS and BBLS accounts : Explore the Coronavirus Lenders Hub

If you are interested to learn more about our end-to-end customer management solutions don’t hesitate to get in touch.

Download eBook

Download eBook

Your content is downloading. Give it a moment.

While you wait…

Sign up for more content goodies below.

Get latest know-how from CX and digital transformation leaders. In your inbox once a month.

Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

Download Now

Simply fill out this form to download