Collectius, a leading debt restructuring partner for financial institutions across Southeast Asia, recently partnered with Microsoft and NTT Data to optimize its operations. This will ensure better services for customers and enable more people to manage their debts effectively.
“Our business is to purchase portfolios of consumer loans and recover them by supporting customers to become debt-free using the Collectius way of collection. At Collectius, we look to be a trusted partner for our customers on their debt repayment journey, and our business has always been built upon a strong technology foundation,” said Sarah Johansson, chief strategy and project officer of Collectius. “With a growing demand for our services and additional portfolios acquired, we saw a need to invest in a platform that is secure and compliant to international standards and could support our vision of delivering the best customer experience in debt management.”
Collectius offers clients a professional and highly efficient consumer credit management service built on the latest technology. With over four million customers in the Philippines and other Southeast Asian markets, the company helps people achieve positive financial outcomes by providing expert advice and manageable and flexible repayment plans.
Looking to elevate its services and provide the best customer experience, Collectius explored customer relationship management (CRM) solutions that can automate communication, integrate easily with third-party APIs such as payment gateways for online payments, and analyze customer data. Collectius eventually chose Microsoft Dynamics 365 as the preferred solution for both their immediate needs and plans for the future.
Microsoft Dynamics 365 is a sophisticated suite of enterprise resource planning and customer relationship management business applications. By harnessing the word class solution, Collectius was able to fully modernize its cloud debt management platform and create new services for a more seamless and personalized customer experience.
NTT Data, a gold partner of Microsoft, provided critical assistance to Collectius in strengthening the provision of its existing digital strategy and migration to Dynamics 365 from its initial implementation in the Philippines to the roll-out process in other markets.
Customers will benefit from a wide array of enhanced innovative services such as customized payment plans depending on their specific needs, a self-service portal allowing on-demand 24/7 availability via the customer portal, and a streamlined digital payment process with virtually zero downtime. With Dynamics 365, customers are also assured of the highest industry compliance and security requirements on the platform.
In addition, Collectius leveraged the whole suite of Microsoft Azure services and reporting through Microsoft Power BI. This provided an extensive range of interconnected services that speed up development, automation, reporting, and analysis of real-time customer data. Collectius can now do more big data analysis to understand their customers’ needs better and provide the corresponding solutions, ensuring a customer-centric business model.
As a result of these implementations, Collectius has seen a significant increase in customer service scores and productivity improvement of 30% in the countries where the platform has been launched. With improvements on both the everyday business operations and customer experience, Collectius is well-positioned to grow and scale its business—empowering more people to attain their financial goals. “Microsoft Dynamics 365 allows us to bring customer experience to a new level as we grow the business and support more customers to become debt-free,” said Johansson.
“Collaborative applications will be increasingly critical to the success of every organization going forward. The potential impact when you bring together people, communications, and business process is absolutely enormous and we’re fully invested in working with our customers and partners to achieve these outcomes for themselves and their stakeholders. The Collectius team is doing incredible innovative work and we’re eager to drive even more results alongside them,” said Fides Ricasa-Dela Rosa, director-global partner solutions of Microsoft Philippines.