Page 199 - DMGT303_BANKING_AND_INSURANCE

Banking and Insurance

Notes With limited focus on NPA in the initial period, the targeted volume of NPA was very
substantial and spread out. Over a period of time, majority of NPA cases had become
non-contactable which was a major concern for their successful resolution.
e-Nxt Solution
e-Nxt worked in complete co-ordination with the client in setting up of the entire Stressed
Assets Recovery process which started with establishing contact with the default customer
and concludes with receipt of full and final settlement amount.

Steps taken for recovery:
Dunning Process: Entire dunning process for the client which covered sending of payment
reminder mailers to the client and its efficient tracking for delivered and non delivered
mails was established; this enabled us to establish the availability of customer at the
contact address which in turn was used for actual customer visits.

Within a very short span of time we were able to ramp up the dunning process by
establishing an automated mail room which was able to handle more than 1.5 lakh mails
per month.
Process robustness was subsequently built in by automating almost 70% of the labor
intensive process.

Tele Conciliation: With our call centre facility having language expertise in 18 different
Indian languages, we established the tele conciliation process supported by Aspect based
dialers for making telephonic contact with the customers and ask for payments. In house
IT team support was taken for automated removal of non-callable numbers in order to
eliminate the manual effort of dialing a non callable number.
Field Support: Adequate field support was placed in major cities for visiting customer
locations to convince them for making necessary payments for the default amount.

Field team in each region is managed by regional managers for operational parameters.
IT System: Entire stressed assets process is managed by internally created web based CRM
which is accessed by the entire team as well as client from multiple locations.
Contd....

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