Debt management services, run as one operation

Accounts are segmented on the criteria you set — bucket, product, ticket size, geography, prior contact history, promise-to-pay behaviour. Segmentation decides treatment: which accounts go to digital and automated contact only, which go to human tele-calling, which need a field visit, and which are excluded from contact altogether. Allocation then attaches every account to a named team and a named owner, so that at any point in the engagement there is a person answerable for each account rather than a queue.

Before any contact is placed, the channel plan for each segment is agreed with you and configured in the system: which channels, in what order, at what interval, with what message, and what stops the sequence. Contact windows are configured here as hard dispatch blocks — 08:00 to 19:00 for general portfolios, 09:00 to 18:00 for microfinance, per current RBI guidelines. An out-of-window call is not connected. Frequency caps and the exclusion list are configured at the same time. Every automation is released and monitored by our technology team, signed off by the domain expert responsible for that channel. No system selects a borrower, a channel, a time or a message and acts on it unsupervised.

Most accounts resolve here, and this is where the cost of the operation is decided. Digital channels carry reminders, statements of position, payment links issued by you, and confirmations. Automated calling and IVR carry high-volume first contact and information capture. Where a borrower responds, disputes, asks a question the automation cannot answer, or asks for a person, the account moves to a human tele-caller — every one of them on our payroll, holding a current DRA certificate.

Where an account needs a visit — no contactable number, a broken arrangement, a high-value exposure, or a case that has simply run out of road on the phone — a directly employed field officer goes. No vendors and no franchisees, in any of the 17 states we operate in. The officer carries e-Solve identification a borrower can verify by phone, works from the Tejas field app, and every visit is timed, located and logged as it happens rather than written up afterwards.

Escalation runs in two directions and both are defined before the engagement starts. Upward, to you: accounts that breach the thresholds you set — a disputed liability, a hardship claim, a legal notice, a settlement request outside our authority, a security or safety incident — stop and come back to you for a decision. Sideways, to repossession or to field investigation, where the account meets the criteria you have set for those routes. Nothing escalates on the judgement of the individual agent handling it.

Every payment goes directly to you. Payment is made through your app or by UPI into your account. In rare cases a field officer accepts cash for settlement, under our cash protocol, and issues the borrower a valid receipt for it. There is no e-Solve bank account, payment link, wallet, QR code or card device anywhere in the path. Receipts and deposit references are captured against the account, and our records are reconciled against yours on the agreed cycle so that the two systems do not drift.

You see status, disposition, contact history and recovery against the segments you set, in your own systems where our CRM is integrated with them, and in review meetings on the cycle we agree. The reporting is the operating record: for any account, on any date, who contacted the borrower, on what channel, at what time, under which campaign, and what was said or agreed. That trail exists because the whole operation runs on one platform, not because someone assembled it for the meeting.