NBFC Field Collections Digitization Case Study

Overview

A leading non-banking financial company (NBFC) in India partnered with Tech Mahindra to modernize its field collections operations. Operating at scale across diverse locations in India, the institution needed a digital solution that could improve agent productivity, enhance operational visibility, and strengthen compliance—without disrupting field operations.

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A leading non-banking financial company (NBFC) in India partnered with Tech Mahindra to modernize its field collections operations. Operating at scale across diverse locations in India, the institution needed a digital solution that could improve agent productivity, enhance operational visibility, and strengthen compliance—without disrupting field operations.

Tech Mahindra delivered a mobile-native collections platform that enabled the organization to digitize core workflows, support the collections process in low-connectivity environments, and improve overall efficiency across the collections lifecycle.

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Business Challenges

The institution faced structural challenges common to large-scale field collections operations:

  • Manual and fragmented processes, limited visibility leading to inaccurate decisions
  • Field agents lacked digital tools to operate efficiently across regions
  • Supervisors had limited real-time insight into on-ground activities
  • Compliance and auditability were difficult to manage at scale
  • Inability to capture customer interactions impacting trust

Our Approach and Solution

Tech Mahindra designed a secure, scalable mobile collections platform focused on operational efficiency, agent enablement, and governance.

The solution digitized key collections workflows, enabled seamless field operations in both connected and low-connectivity environments, and introduced centralized visibility for supervisory teams—while maintaining strong security and compliance controls.

Key Features

  • Mobile-native collections workflows designed for hand-held devices
  • Offline support to ensure uninterrupted operations
  • Consolidated customer insights to support informed interactions
  • Digital and non-digital payment modes with instant receipting
  • Centralized dashboards for operational visibility
  • Built-in controls to support compliance and audit requirements

Business Impact

The mobile collections transformation delivered measurable improvements while maintaining operational and data sensitivity:

  • Enabled digital collections for 25,000+ field agents, driving strong adoption across the workforce
  • Successfully deployed across 1,300+ branches, standardizing collections operations at scale
  • Improved operational visibility and efficiency across field and supervisory teams
  • Strengthened compliance, audit readiness, and customer trust through digitized workflows
  • Recognized with an industry award for mobile banking innovation, validating user experience and impact