Digital Innovation Strategy
Embarking on its first digital initiative on mobility, PNB launched a mobile application for its loan recovery team. The application is integrated with e-payment gateway, enabling collection from delinquent customers through various digital modes. The application fetches real-time details of the customer loan accounts and captures all the activities performed by recovery agents including collection, which is synchronized with the enterprise system solution on real-time basis.
Geo-tagging of collection transactions as well as geo-tracking of collection field staff has increased transparency and productivity. The collection mobile application is work-flow based and is integrated with the enterprise system solution (ESS) and a payment gateway. The application enables improvement in productivity of recovery agents through complete automation of recovery process. It enables effective management of recovery agents in the field through the geo-tagging location feature. The app has empowered front-end field team with real-time data and is a great tool for future analytics and customer behaviour analysis.