Case Study: Promise-to-Pay Kept Rate Up 22% With Bank Debt Collection Software in KSA
Overview: Bank Debt Collection Software for a Saudi Retail Bank
Promise-to-pay (PTP) kept rate is the percentage of borrower repayment commitments that are honored by the agreed date. It is one of the most reliable indicators of collections quality, because a high contact rate means little if commitments are not fulfilled. This case study describes how a retail bank in Saudi Arabia used Beveron Technologies’ Smart Debt Collection, a Bank Debt Collection Software platform, to raise its PTP kept rate by 22% within six months. Broken promises are also a leading cause of loan defaults, and you can learn more in this blog on reducing them.
The Challenge: Low Promise-to-Pay Kept Rates in Saudi Retail Banking
The bank managed a growing portfolio of personal loans and credit cards across several regions. Its collections team reached borrowers regularly, but only about 58% of repayment commitments were honored on time. Four issues drove the gap:
- Manual follow-up: Agents tracked promises in spreadsheets, so reminders were inconsistent and often late.
- Generic messaging: Every borrower received the same message regardless of risk, language preference, or payment history.
- Fragmented data: Loan, contact, and payment records sat in separate systems, so agents lacked a single borrower view.
- Limited visibility: Managers could not see PTP performance by agent, product, or delinquency bucket without waiting for monthly reports.
Each broken promise added workload, pushed accounts into later delinquency stages, and raised the cost of recovery. Another Saudi lender faced a similar pattern, and you can read this case study to see how a Riyadh-based bank reduced its DPD ratios.
The Solution: Beveron Smart Debt Collection as Bank Debt Collection Software
Beveron Smart Debt Collection centralizes the collections lifecycle in one platform. The features that addressed the bank’s challenge were:
- Automated PTP tracking: Every commitment is logged with an amount and due date, and the system triggers reminders before and after the deadline.
- Segmented, multichannel outreach: Borrowers are grouped by risk and behavior, then contacted by SMS, email, or voice in Arabic or English.
- Unified borrower view: Agents see balances, payment history, contact attempts, and open promises on one screen.
- Rule-based workflows: Accounts are routed automatically to the right agent or strategy based on delinquency stage and past behavior.
- Real-time dashboards: Managers monitor PTP kept rate, contact rate, and recoveries by team, product, and bucket.
- Audit trails: Every action is time-stamped, which supports internal reviews and regulatory reporting.
Catching missed payments early also protects asset quality. Teams focused on this can explore this guide to reducing non-performing assets.
Implementation Approach
The rollout ran in three phases over about four months:
- Assessment and design (weeks 1-3): Beveron and the bank mapped existing collections processes, defined delinquency buckets, and agreed on PTP reporting standards.
- Integration and configuration (weeks 4-9): The platform was connected to the core banking and loan systems. Contact strategies, message templates, and workflow rules were configured in both languages.
- Pilot and scale (weeks 10-16): A pilot group of agents handled early-stage personal loan accounts. After the team refined its messaging cadence, the platform extended to credit cards and additional regions.
Agent training ran alongside each phase, so the team was confident with the new workflows before full rollout.
The Results: Measurable Gains in Collections Performance
Six months after full deployment, the bank reported measurable improvements across collections operations.
Results at a Glance: Before and After Bank Debt Collection Software
Metric | Before Beveron | After Beveron | Change |
PTP kept rate | 58% | ~71% | +22% (relative) |
Time on manual tracking and admin | Baseline | ~40% lower | -40% |
Performance reporting | Days (monthly cycle) | On demand | Real-time |
Borrower outreach | Generic, single message | Segmented, Arabic and English | Personalized |
Rollout timeline | n/a | About 4 months | 3 phases |
Fewer accounts rolled into later delinquency buckets, which eased pressure on late-stage recovery teams. Borrowers also received timely, language-appropriate reminders instead of repeated generic calls.
“Our team now knows which borrowers need a reminder, which need a call, and when. Fewer promises are slipping, and our managers can see it daily.” — Head of Collections, Saudi retail bank
Frequently Asked Questions
What is promise-to-pay kept rate?
Promise-to-pay kept rate is the share of borrower payment commitments fulfilled by the agreed date. It is calculated by dividing promises kept by total promises made.
How does bank debt collection software improve PTP kept rate?
Bank debt collection software automates reminders, tailors outreach to each borrower, and gives agents a complete account view. Commitments are followed up consistently rather than depending on manual tracking.
What results did the bank achieve with Beveron Smart Debt Collection?
The bank raised its PTP kept rate by 22%, from about 58% to roughly 71%, and cut time spent on manual tracking by about 40% within six months of full deployment.
Does the platform support Arabic-language collections?
Yes. Contact strategies and message templates were configured in Arabic and English, so borrowers received communication in their preferred language.
How long does implementation take?
In this case, rollout took about four months across assessment, integration, and phased deployment. Timelines vary with system complexity and portfolio size.
Raise Your Promise-to-Pay Kept Rate With Beveron
To see how Beveron Smart Debt Collection can help your bank recover more with less manual effort, book a demo at www.beveron.com or email us at info@beveron.com.
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