Case Study

Driving Digital Collections for Millennial Borrowers

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Overview

A fintech lender struggled with high costs, low engagement, and poor recovery using call-heavy collections. ContactPoint 360 built a digital-first model with mobile-friendly channels, automated orchestration, and frictionless payment links, improving engagement, recovery, and borrower satisfaction.

Key Highlights

Mobile-first engagement via SMS, app, and chatbots

Real-time payment links simplified resolution

Smart orchestration reduced unnecessary calls

Digital adoption improved borrower perception

Challenges

Low connect rates (~18%) limiting recovery

Weak engagement due to limited digital touchpoints

High costs from manual dialing

Brand harm from over-reliance on calls

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

%

Recovery rate improvement via digital-first outreach

CSAT achieved through better borrower experience

Digital engagement replacing call-only reliance

%

Lower agent workload optimizing resources

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