For: Banks, NBFCs and lenders · Built on: ServiceNow CRM (Customer Service Management and Field Service Management)
Stop overdue loans from turning into NPAs.
Intellivate's Collections & Legal solution acts on every overdue account from the first missed EMI. Digital collections, field recovery and legal escalation run on one connected record, so more is recovered early, less reaches legal, and every step is compliant.
The problem lenders face
Recovery runs on spreadsheets. No single view of who owes what, in which bucket, or what was promised. Accounts slip into NPA unnoticed.
Handoffs leak time and money. Tele-calling, field and legal teams work in separate tools. Every handover is an email, and every email is a delay.
Compliance is hard to prove. Recovery conduct, contact hours and grievance handling must be evidenced, yet most of it is never recorded.
What the solution does
Digital collections. A case opens on a missed EMI and follows a strategy set by DPD bucket.
Field recovery. Agents visit with a mobile app: geo check-in, photos and payment promises.
Legal escalation. NPA accounts move to legal automatically, with the full history attached, through to SARFAESI or DRT notice.
Compliance built in. A grievance at any stage pauses DPD ageing and all collection activity. Every contact is time-stamped and auditable.
DPD buckets drive the strategy
| DPD bucket | Stage | Strategy |
|---|---|---|
| 0–29 | Soft | Reminders, SMS and calls |
| 30–59 | Early | Systematic follow-up, select field visits |
| 60–89 | Mid | Stronger recovery, third-party agents |
| 90+ | Hard / NPA | Legal escalation, repossession |
| 180+ | Loss asset | Settlement, write-off, final legal action |
Guardrails: SLA clocks with warnings at 80% and escalation on breach · visit-hour and no-coercion rules on every field visit · a vehicle-loan accident track that blocks repossession while a claim is open · role-based views for agents, field staff, dispatchers, grievance and legal officers, regional heads and CXOs.
What modern collections deliver (industry benchmarks): 20–25% reduction in non-performing loans · 15%+ lower cost of collections · 20% higher cash collections