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40% Click Rate Surge Improves EMI Collections for Lender
Overview
A leading financial services provider in India partnered with AiVANTA to enhance its EMI collections strategy by introducing multilingual, personalized video reminders—making repayment nudges more engaging, respectful, and action-oriented.
Challenge
Traditional payment reminders via SMS and calls were delivering limited results, often coming across as impersonal. Many customers overlooked or ignored these messages—especially in Tier 2 and Tier 3 cities where language barriers and message fatigue were more pronounced. The lender needed a scalable solution that could humanize reminders and prompt quicker action.
Solution
AiVANTA’s IMPACT platform enabled the lender to launch personalized EMI video reminders in multiple Indian languages. Each video addressed the customer by name, included EMI details, explained next steps, and maintained an empathetic, service-first tone. Distributed via WhatsApp and SMS, these videos were easy to access and more memorable than plain text. Integrated CTAs allowed for instant repayment or support requests.
Results
- 40% increase in click-through rate on reminder messages
- 10% improvement in on-time EMI payment rates
- Higher engagement and responsiveness in regional markets
- Reduced burden on call center operations
Conclusion
By replacing generic reminders with personalized, multilingual videos, the lender created a more effective, human-centric collections strategy—driving better outcomes with less effort.