Legal Debt Collections Transformation in Retail Banking

This case study discusses the transformation of legal debt collections at one of India's largest retail banks. The document outlines the challenges faced by the bank in managing legal debt recovery due to its extensive operations, including a gross loan book of approximately ₹11.71 lakh crore and over 5,879 domestic branches. The bank generated more than 2 lakh legal notices monthly, leading to inefficiencies within a highly manual process. A structured vendor selection process led the bank to partner with Provakil for a comprehensive transformation, focusing on full-cycle automation of legal collections. The automated system improved tracking of legal actions such as SARFAESI and Arbitration, streamlined advocate billing, and enabled real-time visibility into ongoing cases. The transformation established a new standard for efficiency in legal collections, moving the bank towards a data-driven approach in governance and operational management.