Case Study: GARANTI BBVA

How Garanti BBVA helps more customers get back on track with NiCE

Garanti BBVA uses NiCE Interaction Analytics to reach customers with timely support, boosting recovery rates and helping them keep healthy credit.

€800,000

Additional recovered debt payments in the first full quarter

€3,000,000

Projected annual debt recovery benefit resolution

- Industry
  Financial
- Region
  EMEA
- Company size
  Enterprise
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CHALLENGE

Garanti BBVA’s lending operation includes a Collections unit tasked with turning overdue payments into current, healthy accounts. The department is primarily concerned with customers between eight and 91 days past due, because delinquent debt has long-term consequences. The bank was on average recovering less than half of overdue debt in the normal overdue window. Collections leadership was certain there were insights that improve recovery rates and keep more customers in healthy credit standing.

Our main focus is on customers who want to pay their debt, but have run into some issues. NiCE Interaction Analytics helps us identify those customers, and then make the best offer to restructure their debt or secure a promise to pay. These actions give us much better debt recovery rates.

Voice & System Development Supervisor
Garanti BBVA

SOLUTION

In 2024, the bank implemented NiCE Interaction Analytics in the Collections unit to take a data-driven approach to overdue consumer outreach. The NiCE solution integrates with the bank’s Oracle business intelligence and data warehouse as well as the bank’s existing contact center infrastructure. Targeted offers for debt restructuring or promise-to-pay recovered an additional €800,000 in the first quarter of operation. Debt recovery rate jumped from 45% to 65% in the first year.