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Case Study

$7.8 Million Recovered Against $3 Million Target: Collections Transformation Delivered in Just Five Weeks

Executive Summary

A multinational organization operating across the industrial and distribution sectors faced rising debt exposure, inconsistent regional practices, and limited visibility within its collections operations.

Partnering with The DDC Group, the company achieved measurable improvement through a rapid collections transformation program.

Originally scoped as a three-month initiative, the transformation was completed in just four to five weeks , delivering stabilized operations, structured governance, and full visibility into recovery performance.

Within the first three months of implementation, aged debt profile collections exceeded expectations of $3 million, recovering $7.8 million and establishing a scalable, data-led model for sustained growth.
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Revolutionizing data flows and processes
through outsourcing and technology
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Transformation delivered in four to five weeks, ahead of the original three-month target
Consumer Finance
$7.8 million recovered within five weeks of implementation
Software Development-1
Real-time MI dashboards providing transparency and control
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Aged Debt Collections coverage across the United States, delivered from the Belgrade hub
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Data-led and digital-enabled foundation for predictive and scalable collections

The Challenge 

1

Escalating overdue accounts and increasing write-offs

02

Absence of structured processes and governance across markets

03

Heavy reliance on manual call-based collections with limited digital support

04

Minimal data insight into segmentation, contact success, and debtor behaviour

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Legacy ERP limitations restricting visibility, automation, and reporting

Client Context
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Operating across multiple regions and customer segments, the organisation managed high transaction volumes within a complex credit control environment.

However, legacy systems, manual processes, and inconsistent practices across regions led to delayed recoveries, rising write-offs, and limited visibility.

The organisation required a partner that could rapidly stabilise operations, improve governance, and build a framework for sustainable performance.
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The DDC Group Approach

The DDC Group implemented a structured collections transformation program focused on stabilizing operations, embedding governance, and enabling scalability , delivering measurable results within five weeks.
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  1. Process and Workflow Review

    A time-in-motion and workflow analysis identified bottlenecks, redundancies, and automation opportunities across all markets.

  2. Structured Governance and Performance  Management

    Weekly calibration sessions, escalation protocols, and real-time dashboards were introduced to improve accountability and operational transparency.

  3. Competency and Quality Framework

    Standard operating procedures, quality monitoring, and training programs ensured consistency, compliance, and call quality across

  4. Behavioral and Data Insights

    Outreach success rates, payment patterns, and debtor segmentation were analyzed to prioritize actions and optimize contact strategies.

  5. Digital Enablement Roadmap

    Recommendations were made to expand digital collections through email, SMS, and WhatsApp, and to introduce automation triggers for proactive outreach.
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The Partnership

The collaboration between The DDC Group and the client is grounded in shared goals, transparency, and continuous improvement.
Early challenges were overcome through structured governance and close engagement between leadership teams. The Belgrade hub now delivers coverage across the  United States, with embedded governance, defined metrics, and weekly calibration driving consistent outcomes.

“The DDC Group’s governance, speed, and partnership approach delivered immediate value. We achieved recovery targets faster than expected and now have the structure to sustain performance.”

Client Director
Multinational Industrial and Distribution Organisation

Results
1

Speed to Value

Transformation delivered in four to five weeks, ahead of target.

2

Cash Recovery

$7.8 million recovered within five weeks.

3

Efficiency

Significant uplift in contact success and recovery effectiveness.

4

Governance and Control

Weekly calibration and real-time MI dashboards embedded.

5

Process Visibility

Clear, data-driven performance tracking across portfolios.

6

Scalability

Belgrade hub model ready for replication across other finance functions.

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Next Phase: Data-Led, Digital-Enabled Collections

Following the success of the initial transformation, The DDC Group is supporting the next evolution of the collections operation , a data-driven, omnichannel model.

This next phase introduces segmentation, predictive scoring, and digital self-service tools designed to further reduce cost-to-collect and enhance customer experience.

The engagement now serves as a benchmark for global collections transformation, proving the value of speed, structure, and analytics in driving measurable outcomes.

Key Takeaways
Speed to Value

Speed to Value

Transformation completed in four to five weeks (ahead of target).

Measurable Outcomes

Measurable Outcomes

$7.8 million recovered within five weeks.

Structured Governance

Structured Governance

Consistent reporting and leadership visibility.

Collections Expertise

Collections Expertise

Seamless coverage across US markets.

Data and Digital Focus

Data and Digital Focus

Foundation for predictive, omnichannel collections.

 Summary
The DDC Group transformed a fragmented, manual collections process into a structured, data-driven operation that delivers measurable results.
 
By combining governance, analytics, and collections expertise DDC enabled accelerated recovery, improved visibility, and built a scalable foundation for continuous financial improvement.

Speed. Accuracy. Outcomes.

Your collections operation can achieve more , The DDC Group helps make that happen.
 
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