Debt collection
Debt Collection CRM for recovery agencies and in-house collections teams
Upload allocated cases, work them by DPD bucket and log every promise to pay with an alert on the date. Calling windows and scripts keep your team inside the rules.
Your pipeline, ready on day one
These stages come with the template. Rename, add or remove any of them.
- Stage 1AllocatedA batch of cases arrives from the lender with loan ID, outstanding and DPD, and is assigned to collectors.
- Stage 2ContactedThe collector reaches the borrower and logs the response and reason for non-payment.
- Stage 3PTPThe borrower gives a promise to pay with a date and amount, and an alert is set.
- Stage 4PartialA part payment is received and the balance and next promise are recorded.
- Stage 5PaidThe account is paid in full and closed with a receipt.
- Stage 6Broken PTPThe promise is missed, the case is flagged and escalated for follow-up.
- Stage 7LegalUnresolved cases move to notice or legal action with the right template and documents.
What is a debt collection CRM?
A collections CRM manages allocated cases from the day they are received until they are paid, settled or sent for legal action. Gandiv imports a case file with loan ID, borrower, outstanding, EMI date and days past due, groups cases into DPD buckets and allocates them to collectors. Every call records a disposition, and a promise to pay creates a dated alert. Payment links collect money by UPI, field visits are geo-tagged, and notices are generated from templates. Calling windows and scripts are built in so the team collects firmly and within the rules your lender and the RBI expect.
Why debt collection teams need one
Problem
Case files arrive in Excel and are split by hand.
With Gandiv
Upload once, validate, and allocate by DPD bucket, area or collector capacity.
Problem
Promises to pay are noted in a diary and forgotten.
With Gandiv
Each PTP has a date and amount and alerts the collector the morning it is due.
Problem
A promise is broken and nobody notices for a week.
With Gandiv
Broken PTPs are flagged the next day and move to a priority queue.
Problem
Collectors call at odd hours and the lender complains.
With Gandiv
Calling windows block calls outside permitted hours and log every attempt.
Problem
Customers want to pay but have no easy way.
With Gandiv
A payment link by SMS or WhatsApp lets them pay by UPI and posts the receipt to the case.
Problem
Legal notices are typed from scratch.
With Gandiv
Templates fill the borrower and loan details and keep a dated copy on the case.
Key features
Cases
Case upload and allocation by bucket
Import the lender file with loan ID, outstanding, EMI date and DPD, check for errors and allocate by bucket, region or collector load. Reallocation and reassignment are logged so the lender can audit who held which case.
- Bulk upload with validation
- Allocation by DPD bucket and area
- Reassignment history
Cases
- Bulk upload with validation
- Allocation by DPD bucket and area
- Reassignment history
Promise to pay
PTP tracker with same-day alerts
Capture promised date and amount at the end of the call. A reminder fires on the day, and a case that is not paid by then is marked as a broken PTP and moved to the priority list.
- Date and amount on every promise
- Reminder to collector on the day
- Broken PTP priority queue
Promise to pay
- Date and amount on every promise
- Reminder to collector on the day
- Broken PTP priority queue
Payments
Payment links and part-payment tracking
Send a UPI payment link by SMS or WhatsApp during the call and record the payment automatically. Part payments reduce the outstanding and the balance and next promise are noted on the same case.
- Razorpay payment link per case
- Part payment with balance update
- Receipt posted to the case
Payments
- Razorpay payment link per case
- Part payment with balance update
- Receipt posted to the case
Field
Field visits with geo check-in
Assign cases to field collectors by area, show them on a list and capture a check-in at the borrower address with notes and photos. Managers see visits done and outcomes without relying on verbal reports.
- Visit list by area
- Location check-in and notes
- Outcome codes for each visit
Field
- Visit list by area
- Location check-in and notes
- Outcome codes for each visit
Compliance
Call-time compliance and scripts
Set permitted calling hours, block calls outside them and keep a log of every attempt. Scripts remind collectors to identify themselves, stay respectful and avoid threats, in line with RBI fair practice guidelines.
- Allowed call window per rule
- Every attempt logged
- Script with do and do-not lines
Compliance
- Allowed call window per rule
- Every attempt logged
- Script with do and do-not lines
Legal
Notice templates and recovery dashboards
Generate demand and legal notices from templates filled with the case data, and move cases to the legal stage with documents attached. Dashboards show recovery by bucket, collector and day against targets.
- Notice templates with merge fields
- Dated copy stored on the case
- Recovery vs target dashboard
Legal
- Notice templates with merge fields
- Dated copy stored on the case
- Recovery vs target dashboard
What is inside the template
Everything below is created in your workspace when you pick this template.
| Fields | Loan ID · DPD bucket · Outstanding amount · EMI due date · Urgency · Recovery potential · Last disposition · Promise date and amount |
|---|---|
| Automations | PTP due today alert to collector at 9 AM · Broken PTP flag the next day · Payment link on WhatsApp after call · Reminder SMS 2 days before EMI date · Escalate to legal after 3 broken PTPs |
| Reports | Recovery by DPD bucket · Collector-wise recovery and calls · PTP kept vs broken · Cases by disposition · Field visit outcomes |
| Message templates | Friendly reminder before EMI date · Payment link · Promise confirmation · Broken promise follow-up · Payment received receipt |
| Call script | Identify yourself and the lender, confirm you are speaking to the borrower and state the outstanding amount calmly. Ask the reason for non-payment, agree a date and amount, send the payment link and confirm the promise in writing. |
Fields
Loan ID · DPD bucket · Outstanding amount · EMI due date · Urgency · Recovery potential · Last disposition · Promise date and amount
Automations
PTP due today alert to collector at 9 AM · Broken PTP flag the next day · Payment link on WhatsApp after call · Reminder SMS 2 days before EMI date · Escalate to legal after 3 broken PTPs
Reports
Recovery by DPD bucket · Collector-wise recovery and calls · PTP kept vs broken · Cases by disposition · Field visit outcomes
Message templates
Friendly reminder before EMI date · Payment link · Promise confirmation · Broken promise follow-up · Payment received receipt
Call script
Identify yourself and the lender, confirm you are speaking to the borrower and state the outstanding amount calmly. Ask the reason for non-payment, agree a date and amount, send the payment link and confirm the promise in writing.
By role
Collections head or agency owner
- Recovery by bucket and collector
- PTP kept rate
- Compliance and call logs
Telecaller or collector
- Today's PTPs and priority cases
- Script and disposition on the call
- Payment link in one tap
Field and legal team
- Area-wise visit list
- Geo check-in and photos
- Notice generation
Integrations for this industry
Related industries
Frequently asked questions
Can I enforce calling hours?
Yes. You set permitted calling hours, and calls outside them are blocked and logged. Confirm the exact window with your lender and current RBI guidelines.
How are PTP alerts handled?
A promise creates a dated reminder for the collector. If no payment is recorded by that date, the case is marked as broken and moved to a priority list.
Does it support legal notices?
Yes, from templates filled with case data. Have your advocate review the wording, because notice content and delivery rules differ by loan type and state.
Is borrower harassment prevented?
Gandiv helps with call-window limits, scripts and an audit log, but conduct is the responsibility of your team. Train collectors to follow RBI fair practice rules.
Can I load files from several lenders?
Yes. Each lender can be a separate portfolio with its own fields, scripts and reports, so collectors working multiple clients keep them apart.
Start with the debt collection template
Your pipeline, fields and messages are created for you. Change anything later.