CRM Integration
A debt collection CRM that integrates with your systems
e-Solve's own collections CRM, operated by us and connected to your lending and servicing systems — one record per account, across every channel we contact on.
- Lending systems
- Servicing systems
- Voice
- SMS
- Email
- WhatsApp
- One account record across every channel
- Operated by e-Solve
- Easy to operate
- Hosted in India
What the system runs
The operation runs inside it. Every account, every contact and every decision on a case is recorded here as it happens.
Case allocation
Accounts arrive from you, are allocated to a queue and an agent by the rules you set, and are reallocated when someone is absent or a case escalates.
Settlement and closure
Settlement authority sits on the account, so an agent can offer only what has been authorised. Anything beyond that limit routes to a supervisor before it reaches the borrower. Closure is against a defined outcome, not a free-text note.
Every channel, one timeline
Voice, SMS, email, WhatsApp, in-app and field visits in date order. A tele-caller sees yesterday's field visit; a field officer sees last week's dispute.
Field capture
Every visit is captured in the Tejas field app at the door and lands on the account here: timed, located, with the outcome and the officer's own notes. Nothing is written up afterwards from memory.
Contact rules
08:00 to 19:00, and 09:00 to 18:00 for microfinance, per current RBI guidelines, enforced as dispatch blocks rather than as settings. Caps, exclusions and opt-outs follow the borrower, not the campaign.
Workflow and tasks
A broken arrangement, a returned payment, a dispute or an account qualifying for field raises a task and routes it to whoever owns it.
Documents and evidence
Correspondence, field evidence and signed acknowledgements sit on the account they belong to.
Who works in it, and what each level sees
Access mirrors the reporting line. Each level sees the level below it, and nothing is visible to someone who has no reason to see it.
Senior management
- What they see
- All portfolios, all locations.
- What they can do
- MIS across teams, locations and buckets, on the reporting cycle agreed with you.
Manager
- What they see
- Every team in their location or portfolio.
- What they can do
- Set allocation rules, approve above the team-leader limit, and see a queue slipping before the month closes.
Team leader
- What they see
- Their team's queues, live.
- What they can do
- Reallocate cases, review dispositions, approve within their limit, and work the day's exceptions.
Agent
- What they see
- Their own queue, and the full history on every account in it.
- What they can do
- Record contact, outcome and disposition. Agree only within the authority set on the account.
Access is by role, attributable to a named person, and removed when that person leaves.
What moves between us, in which direction and on what cycle, is agreed with your technology team before any live data goes across. It runs both ways: portfolio and contact policy in, outcomes, dispositions, disputes and field evidence back out, reconciled against your records.
Every payment goes to you directly, so what we reconcile is the record of it, never the money.
Key Features
Comprehensive customer relationship management tools designed specifically for debt collection operations with enterprise-grade integration capabilities.
Benefits
Streamline your collection operations with unified customer data management that improves efficiency, enhances decision-making, and delivers superior customer experiences.
Access comprehensive customer profiles with complete interaction history, payment records, and communication logs in one centralized location.
Reduce time spent searching for information with instant access to customer data, enabling agents to handle more cases effectively.
Enable seamless teamwork with shared customer insights, notes, and action items across departments and teams.
Eliminate data silos and ensure accuracy with real-time synchronization across all integrated systems and platforms.
Make informed decisions with comprehensive analytics and reporting based on unified customer data and interaction patterns.
Minimize manual data entry and reconciliation efforts through automated synchronization and intelligent workflow management.
Frequently asked questions
Ready to Unify Your Customer Data?
See how our CRM integration streamlines operations with centralized management and real-time sync—book a demo.