Poonawalla Fincorp Limited Enhances Collection Operations with New AI Initiative

Poonawalla Fincorp Limited (PFL) has introduced an AI-based debt management platform aimed at refining its collections processes and improving customer handling. The latest development highlights the company’s dedication to bringing smarter solutions into its operational framework.

Share Movement Shows Resilient Interest

Poonawalla Fincorp Limited

At midday today, Poonawalla Fincorp Limited's shares were trading at ₹378.10, marking a slight drop of ₹2.30 or 0.60 per cent on the National Stock Exchange (NSE). Even with this minor adjustment, the company’s focus on technological advancement continues to underline its solid positioning in the financial services sector.

Redefining Collections with Smarter Engines

The debt management platform launched by Poonawalla Fincorp Limited is designed to bring precision and responsiveness to the collection process. By analyzing customer interactions across multiple channels like digital communications, tele-calling, and field visits, the platform tailors strategies using over 100 customized approaches.

This shift significantly trims down manual interventions, cutting collection timelines by nearly four to five days, making operations faster and more structured for both the company and its customers.

Speedier Engagement After Delinquencies

A key feature of the platform is the improvement in customer engagement timing. Previously, the manual channel allocation process could delay responses by up to three to four days after a missed payment.

Now, the system automatically initiates engagement within three hours, ensuring quicker interventions and a better chance of recovering overdue payments while maintaining a positive approach with customers.

Sharper Focus on Risk Management

The platform’s predictive models, built using machine learning technology, deliver risk assessments that are two to three times more accurate compared to traditional evaluation methods.

This allows Poonawalla Fincorp Limited to segment customers based on risk more effectively and address issues at an earlier stage, creating healthier financial outcomes for the company’s portfolios.

Strengthening Compliance through Automation

Poonawalla Fincorp Limited has embedded GenAI-based automated call audit mechanisms into its new system. These features allow real-time monitoring of collection agent calls, ensuring strict adherence to compliance standards and internal policies.

Automated compliance checks contribute to a consistent customer experience while protecting the company from regulatory risks.

Leadership’s Commitment to Smarter Processes

Arvind Kapil

Commenting on the announcement, Arvind Kapil, Managing Director & CEO of Poonawalla Fincorp, said, “Our adoption of AI in debt management is about smarter, data-driven decisions that improve outcomes.”

This view reflects the company’s ongoing vision to drive operational growth through actionable insights and improved decision-making tools under the leadership of Arvind Kapil.

Growing Footprint Across Indian Markets

Poonawalla Fincorp Limited remains a registered non-banking financial company (NBFC) under the Reserve Bank of India and operates across 18 states and 2 Union Territories.

With an asset base of ₹35,631 crore as reported on March 31, 2025, and a workforce of around 3,590 employees, the company has built a strong foundation that supports its customer-first business model.

Diverse Lending Solutions

The company’s product portfolio is diversified, catering to different customer needs. It offers pre-owned car loans, personal loans, business loans, and various other financial products.

This broad range ensures that Poonawalla Fincorp Limited maintains a balance in its revenue streams while serving individuals and businesses with flexible credit solutions.

Customer-Centric Technology Upgrades

Beyond operational efficiency, Poonawalla Fincorp Limited’s technology investments are aimed at offering a better customer experience.

The debt management system ensures that customers are engaged quickly, treated fairly, and serviced with personalized strategies, reflecting the company's focus on responsible lending and empathetic collections practices.

Future Roadmap

By deploying artificial intelligence to transform debt management, Poonawalla Fincorp Limited is reinforcing its commitment to smart business operations and customer care.

The advancements under Arvind Kapil’s leadership position the company for long-term growth, driven by data-centric practices and robust governance standards. Poonawalla Fincorp Limited’s continuous modernization journey shows that technology and human-centered services can successfully coexist to create superior financial solutions for all stakeholders.

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