See how Intelligent Automation combined with an empathetic, problem-solving approach to Receivables Management helped a luxury automobile manufacturer recover a $4M auto lease debt within a year while continuing to build brand loyalty.

1. Case Study
$4M auto lease debt recovered for a
luxury brand while building loyalty

2. A luxury automobile manufacturer whose customers include
high-profile celebrities, athletes and community leaders
sought experienced debt recovery support.
About client
‘

3. Facing a rising tide of outstanding debt associated with its
auto leasing business, the client wanted cases to be resolved
quickly and the consumer’s loyalty to their brand renewed
through the process.
The challenge

4. Firstsource leveraged its AI and Machine Learning-led
Receivables Management solution that supported a dedicated
team of experienced, empathetic associates.
The solution

5. Robotic skip tracing processes identified available contact
channels. Artificial Intelligence highlighted optimal times and
channels for consumer contact, and business intelligence
mapped the customer’s journey through debt recovery.
Key initiatives

6. Every associate had to be part detective, part problem solver
and wholly empathetic. It is the rapport fostered by our
associates with the customer that nurtured loyalty to the
client’s brand.
Our approach

7. Our client has embraced Intelligent Automation as a core
element of their debt recovery program.
explained Anthony Balon, VP of Operations, Firstsource.
Data drives decisions in nearly every facet of their operation,
and it reflects in the quality and outcome of every consumer
engagement
“

8. Today, Firstsource is responsible for 61% of the client’s
external debt recovery volume, more than triple the share
from the initial engagement. The client is enthralled with our
performance, customer care and use of business intelligence.
Customers whose debt is resolved routinely come back to
lease new vehicles.
The results

9. We shape our collections centers around a client’s needs and
their culture, Balon added.
Our performance is a result of our ability to reflect our
client’s values.
“

10. $4M
in auto lease debt recovered in one year
Business impact

11. 61%
ofclient’s debt recoveryvolume managed
Business impact

12. Performance Leader
amongfive debtrecovery agenciesinvolved
Business impact

13. The client hasaskedFirstsourcetoexpanditsservices to addressprocessautomation
opportunities,like automatingcreationof theinitial debtcollection letterthatcontains
specific valuesrelating tothe leaseagreement.
Services Expansion

14. Let’sworktogethertosolveit.
Tospeaktoourexperts,visit
https://www.firstsource.com/contact/
What’s your challenge?

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Helping customers stay ahead of
the curve through transformational
technologies and capabilities
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a
leading provider of transformational solutions and services spanning the
customer lifecycle across Healthcare, Banking and Financial Services,
Communications, Media and Technology and other industries.
Our ‘Digital First, Digital Now’ approach helps organizations reinvent
operations and reimagine business models, enabling them to deliver
moments that matter and build competitive advantage.
With an established presence in the US, the UK, India and the
Philippines, we act as a trusted growth partner for over 100 leading
global brands, including several Fortune 500 and FTSE 100 companies.