Early Bucket Intervention Prevents ₹42Cr NPA Formation
Pre-delinquency contact programme for a housing finance company — reducing 0-30 DPD roll-forward by 38%.
The Challenge
A housing finance company with ₹2,200Cr AUM was seeing 4.2% of accounts roll from current to 30+ DPD each month — above the portfolio benchmark of 2.8%. Once accounts reached 30+ DPD, resolution cost and time increased 3x. The company needed an early-intervention programme to arrest roll-forward before accounts became stressed.
Our Approach
Built a pre-delinquency scoring model using payment behaviour, seasonal income patterns, and property market signals to identify accounts at risk of missing the next EMI.
Deployed a 3-day pre-EMI outreach programme: reminder call Day -3, SMS Day -1, WhatsApp confirmation Day 0.
For accounts flagged as high-risk, escalated to a specialist 'soft collections' team trained in empathy-first conversations and restructuring facilitation.
Achieved 92% contact rate within the 3-day window using multi-channel dialling strategy and optimal time-of-day calling.
Monthly reporting to CRO on roll-forward rate by product type, geography, and customer segment.
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