Credit recovery reimagined

Financial institutions are under growing pressure to streamline operations, reduce costs, and modernize systems — all while maintaining a seamless experience for internal teams and customers. To address these demands, one of our clients, a financial services provider, partnered with Winning to rethink its approach to credit recovery. The goal was clear: unlock operational efficiency through process optimization, digitalization, and automation.

The Challenge

The scope of the project spanned across three core areas: active credit contracts, resolved contracts in litigation, and administrative support processes related to recovery.

However, the key challenge was to conduct an in-depth analysis of existing workflows, identify critical roadblocks, and provide realistic, actionable solutions that aligned with the organization’s execution capacity.

Upon deeper analysis, we uncovered a fragmented operational landscape. Outdated systems, limited configurability, and lack of integration were significantly hampering productivity and scalability efforts.

Our approach

The Winning team conducted a comprehensive diagnostic phase, built on three pillars:

• Direct observation and process walkthroughs
• Interviews with internal teams and external benchmarking
• Document review and critical analysis

This rigorous analysis covered 37 core processes, leading to the identification of 94 improvement opportunities.

Two overarching themes emerged as priority focus areas — together responsible for 55% of the identified opportunities:

• Limitations and lack of customization in the current systems
• Absence of integration and automation between platforms

From insights to impact

The transition to the recommendation phase is already underway. So far, 70 concrete initiatives have been mapped — of which:

• 54 have a quantified impact on effort, time, or cost
• All initiatives have been prioritized across three implementation waves to maximize both impact and feasibility

Based on these outcomes, we successfully redesigned the TO BE processes and estimated the future efficiency gains and cost savings that will result from their implementation.

A story of transformation

This project exemplifies Winning’s distinctive approach — a combination of deep analytical capability, pragmatic execution, and a commitment to generating real impact. By rethinking how credit recovery operates, we enabled our client to move toward a more integrated, efficient, and scalable future.

This project was grounded in a scientific methodology — combining a review of relevant literature, statistical analysis, and structured validation through replicable, controlled testing.