Challenge

During the pandemic, a leading North American bank faced mounting pressure to meet rising customer expectations while managing operational constraints. Call centers were overwhelmed, and over 25% of outbound calls went unanswered. At the same time, the bank wanted to provide its customers with flexibility, convenience and the ability to manage payments and hardship requests on their terms—24/7.

Solution

To meet these needs, the bank partnered with CGI to implement a debt collection customer self-service portal fully integrated with CGI’s collections solution. The collections platform leveraged real-time APIs to enable secure digital engagement without adding operational burden.

The debt collection self-service solution allowed customers to make payments, enroll in hardship and forbearance programs and access support anytime. CGI worked closely with the bank’s internal team to integrate the self-service portal with its existing collections solution, ensuring rapid deployment and seamless user adoption.

Business outcomes

The impact was swift and measurable:

  • US$2.1 million in benefits delivered within the first 100 days
  • Significant reduction in failed contact attempts
  • The initiative has been nominated internally as "Project of the Year"