A Leading Filipino Bank with Over 100 Years of Legacy Automates Collections Management with Newgen

Customer Overview

The customer is one of the largest privately-owned banks in the Philippines. Offering an extensive range of commercial banking activities, it sought a solution to transform its collections management process and improve the user experience.

Key Challenges

• Manual approvals lacked proper checks and increased compliance risk
• Teams could not track collector activities, including recovery and legal processes
• Disconnected systems delayed status updates and workflow tracking

Newgen’s Approach

The customer selected Newgen’s Smart Collection Solution, built on the Intelligent Business Process Management suite. The solution streamlined collections through automated workflows, intelligent case allocation, and integrated communication tools, enabling efficient tracking and risk management.

Implementation Impact

• Loan portfolio download time reduced from 30 mins to 5 mins.
• Account validation time dropped from 120 mins to 30 mins
• External collection management time was cut from 5 hours to 1.25 hours

Download the complete case study to discover the full impact of the bank’s collections management transformation