The document describes a collections management solution implemented by Intouch Solutions for ICICI Bank. The solution included a customized CRM to capture all debtor details, comprehensive CTI functionality, custom dispositions to route cases, and flexibility to create/delete campaigns. It integrated the end-to-end collections process, allowed tracking of cases across multiple teams, and recorded 100% of interactions for transparency. Customers agreeing to pay were "bucketed" and assigned for pickups with all relevant details attached.

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3. Powering over 400 clients globally

4. Billions of calls processed and thousands of active users

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13. Undertake assignments in credential verification, identification, collection of due amounts, recovery of overdue amounts, repossession of secured assets, seizure of absconding secured assets, enforcement of security interest under securitization (SARFAESI) Act 2002, storage of seized/ repossessed secured assets, security and maintenance of seized /repossessed assets, effectual disposal of seized/repossessed secured assets.

15. Requirement Overview

16. Voice Logs of interactions handled by a particular agent tagged “Promise to Pay” to be shown

17. Single, unified workbench for the agent for both telephony and data management

18. Access to customer details like area, bank, loan ID, etc by the agent

19. Ability to modify customer details by the agent

20. Intelligent callback management

21. Customized reports

22. Client wanted the interaction process around debt collections to be automated

23. For complete transparency, all interactions needed to be logged and tracked easily.

25. Defaulter wise filter/search Defaulter wise loan recovery follow up with specific fields for filter/search

26. Defaulter listing Comprehensive information about each defaulter/debtor along with disposition, assigned resource, resolution

28. Processes like Collections, Billing and Payment support, 3rd party verification, Inbound, Outbound

29. Verticals like Telecom, Hospitality, Media, Health care, F&A

31. If customer agrees to pay then the case is referred to the field. The cases referred to field will move out from the system for time being

32. These cases will flow to backend team who will in turn follow this up with field agency.

33. If the cases get picked up then the status quo will be maintained else the case will again move into the system with feedback from the backend team.

34. Multiple parameters for tracking

35. Loan number, POS amount,

36. Case history to be stored with complete information

37. Editable and non-editable fields in the CRM

38. Complex information flow

40. Feature Wishlist

41. The technology would be customized around the complete process

42. Customized dispositions with specific routing treatment for each disposition (to team/individual)

43. End to end solution for initiating and closing the transactions and following up with multiple teams

44. Flexibility to create and delete campaigns at any given point of time under supervisor’s control.

45. 100% recording needed.

46. The barging facility required at supervisor’s workstation and on personal phones too.

47. Required provision to make customer listen to his own recording through backend Id’s.

49. Custom Dispositions Custom dispositions can be defined such as “Promised to pay”, “Delinquent”, specific to collections, and can be attached to each record. A voice log can also be attached to each record