Case Study · NBFC EMI Collections

38% higher EMI recovery.
Zero compliance violations.

How a mid-sized NBFC in Kerala replaced their outsourced calling agencies with Swaram AI to automate 0-30 day EMI reminders in Malayalam and Hindi.

38%
Increase in 0-30 day bucket recovery
₹180
Avg. cost per successful recovery
100%
RBI Fair Practices Code compliant

The Challenge

An established Non-Banking Financial Company (NBFC) specializing in two-wheeler and gold loans was facing massive operational costs outsourcing their early-bucket (0-30 day) EMI collections to third-party call centers.

  • Compliance Risks: Outsourced agents occasionally used aggressive language or called outside RBI-permitted hours, risking heavy regulatory fines.
  • Low Penetration: Human agents could only dial so many numbers a day, leaving thousands of accounts uncontacted in the crucial first 5 days post-due-date.
  • High Costs: Paying per-seat to BPOs for early bucket reminders was severely eating into the margins of small-ticket loans.

The Swaram Solution

They integrated Swaram AI's automated call center software directly with their Core Banking System (CBS) via our secure REST API. Swaram now handles 100% of the D+1 to D+15 collections outreach.

Swaram's voice agents call borrowers in Malayalam or Hindi depending on their registered region. The AI uses empathetic, polite language designed specifically to adhere to the RBI Fair Practices Code.

Swaram AI: "Namaskaram, this is a courtesy call regarding your two-wheeler loan ending in 4321. We noticed the EMI of ₹2,500 due on the 5th has not been received yet. Are you facing any issues making the payment?"
Borrower: "Oh, I forgot. I will pay it by tomorrow evening."
Swaram AI: "Thank you for confirming. I have noted that you will pay by tomorrow evening. Would you like me to send a Razorpay payment link via SMS right now?"

Swaram logs the Promise To Pay (PTP) date automatically. If the user agrees, it fires a webhook to instantly send a payment link via WhatsApp. Swaram strictly enforces calling windows (no calls before 9 AM or after 9 PM).

The Results

By switching from human BPOs to Swaram AI for early buckets, the NBFC saw a massive improvement in both recovery rates and operational compliance.

100% Account Coverage

All defaulted accounts are contacted on D+1. Swaram scales infinitely to dial 5 Lakh+ accounts in a day if needed.

Zero Compliance Breaches

Every call is polite, recorded, transcribed, and made strictly within RBI permitted hours.

Want to automate your collections?

Deploy Swaram's AI voice agents for EMI recovery today.

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