Case Study

Neobank Reduces Cost Per Account by 40% Using Retain for Digital Customer Engagement in Debt Collection.


Retain’s digital-first approach beats call-and-collect for online-only bank’s delinquent customer communications.

About the Case Study

Retain’s digital-first approach beats call-and-collect for online-only bank’s delinquent customer communications.

Neobanks have become popular with consumers by providing all the services of a traditional bank without the physical locations. Yet delinquencies can still happen—and the neobank’s communication strategy with past-due customers didn’t match up with their digital-only approach, instead relying on a third-party calling-based servicer. But Retain by TrueML Products offered a solution to these challenges and more with impressive results.

In this case study, we'll look at:

  • Detailed challenges and uncovered inefficiencies of using third-party call-and-collect providers
  • How in a head-to-head comparison, using Retain cut the neobank’s cost per account by 40%
  • What a data-driven strategy can deliver compared to human-dependant operations

About Retain

Retain by TrueML Products is an intelligent delivery platform that leverages a patented optimization engine to determine the optimal time and channel to deliver the client’s communications within the confines of the compliance requirements outlined by the client. 

TrueML Products is a fintech software company developing machine learning-driven products that enable intelligent, digital communication and prioritize customer experience for consumers seeking financial health.