A rapidly expanding fintech bank faced growing pains as it scaled operations to meet rising customer demand and comply with stringent regulatory standards. Key pain points emerged across three essential functions—fraud detection, debt collection, and customer care—impacting both operational efficiency and customer satisfaction.

Fraud detection processes were slowing transactions, negatively affecting the customer experience. Meanwhile, debt collection operations were inefficient, and the customer care department struggled to deliver responsive and personalized support at scale. Actionable solutions were urgently needed to ensure sustainable growth and operational excellence.