ICICI Bank - Implementation of CAPS for DSMG

The Problem: Owing to several hurdles such as diverse customer segments, wide spread geographies and increasing delinquencies, collection teams in multiple locations across India were using different philosophies and varied collection strategies for managing the delinquent pool. A central practice needed to be put in place to dispel the information from a systematic and controlled environment.

The Solution: The Debt Service Management Group services customers that have an outstanding on Loans and Credit cards. Debt service was predominantly driven by conventional methods of allocation and collections. The Debtors allocation process was completely manual and labour intensive. It was also largely on client server based framework where the information would be contained at local branches and a consolidated experience was not available. The bank employed a Java based system to implement Collections Activities Processing System (CAPS).

The Result: The data of every single customer in the system was updated real time while the previously manually processed list of repossessed articles was centralised and documented electronically.