The Challenge
With over 12,000 active loan accounts, the NBFC's small collections team could realistically reach only a fraction of borrowers with a manual reminder call before each due date — meaning a large share of borrowers received no proactive reminder at all, relying solely on SMS, which had inconsistent read/response rates. The team also needed absolute confidence that any automated calling solution would remain within RBI fair-practice guidelines and TRAI's DLT framework.
The Solution
Voni AI deployed a structured, compliance-first reminder flow:
1. Pre-Due-Date Reminders — A polite automated call ahead of each due date, stating the exact amount due, with a payment link sent by email immediately after the call. 2. Early Soft-Collections Follow-Up — For accounts just past due, a consistent, non-adversarial follow-up call, strictly within RBI-compliant calling hours and frequency limits. 3. Compliance Guardrails — Call timing, frequency, and scripting were configured against RBI fair-practice and TRAI DLT requirements as hard defaults, not optional settings, with full call logging for audit purposes.
Implementation Timeline
Given the compliance sensitivity, implementation included a structured review phase with the client's compliance team before go-live; the full flow was live within 3 weeks, including sign-off.
The Results
- Reminder coverage rose from ~40% to 95%+ of due accounts, up from what the manual team could realistically reach.
- Improved early-stage collections efficiency, with more accounts paying at the reminder stage rather than progressing to more intensive collections activity.
- Full compliance maintained throughout, with audit-ready call logs available for regulatory review.
- Collections team redeployed to genuine hardship-case negotiation and escalated accounts, rather than routine reminder dialing.
In Their Words
"Compliance was our biggest concern going in. Voni AI's team walked us through exactly how call timing and frequency were handled, and the audit logs gave our compliance team the confidence to sign off." — Harsh Adani (Owner, EASY FINANCE WALE)
Why It Worked
The combination of near-total reminder coverage and built-in compliance guardrails let the NBFC scale proactive communication without adding regulatory risk — directly improving early-stage repayment behavior.
