Case Study: Certa Credita (Engage)
Certa Credita is an Italian company founded in 1998, a leader in the credit management sector. Specializing in the management and out-of-court recovery of non-performing loans, the company operates in the Banking & Leasing, Finance, NPL, and Utilities segments.
With a strong operational presence in Calabria and over 60,000 cases managed monthly, the company delivers its services through a widespread network consisting of: a commercial office in the heart of Milan, more than 200 phone collectors across two operational sites, and a field network of approximately 70 consultants specialized in banking and financial products, covering the entire national territory.
At its headquarters, the Business Analysis team is dedicated to the continuous monitoring of production data and case allocation flows, developing customer-oriented strategies aimed at ensuring high quality and performance standards in recovery processes.
Situation
Certa Credita’s strong strategic growth in recent years, together with the evolution of its technological know-how, has led to an increase in organizational complexity and volumes, making it necessary to rethink communication processes.
In this context, the distribution of interactions across fragmented channels (SMS, email, and phone) made it difficult to accurately monitor the quality, timeliness, and methods of contact with debtors. Over time, this fragmentation became a critical factor, especially given that the company operates in a highly regulated environment.
In Italy, the applicable Codes of Ethics and Conduct impose strict standards and clearly defined contact timelines on companies operating in this sector. Therefore, without a unified system to document and monitor interactions, ensuring compliance across all touchpoints proved to be highly complex.
Task
After conducting a thorough assessment, the company chose not to limit itself to optimizing individual channels.
The objective was to introduce a single governance system capable of centralizing outbound communications, applying consistent and uniform rules across all contact methods, and ensuring full traceability of every interaction.
At the same time, the company initiated a process automation program to reduce reliance on manual processes, moving to a more structured and scalable operating model.
Action
The collaboration with Aryza Engage originated from a research and development project led by Certa Credita in partnership with a university, focused on optimizing automation and communication processes.
After evaluating several vendors, the company chose Aryza Engage for the platform’s high flexibility and its structured implementation approach.
The solution was developed in about five weeks and integrated into the existing CRM via APIs. The onboarding phase was smooth, thanks to an intuitive interface and responsive technical support.
Key elements of the solution:
- Centralized management of communications across SMS, WhatsApp, and email
- Transition to WhatsApp as the primary engagement channel, in line with customer preferences
- Automated workflows to reduce manual intervention
- Compliance features with full traceability and auditability of communications
The platform is mainly managed by the administrative and operational back-office teams, with centrally configured processes to ensure consistency and control across all interactions.
Result
The introduction of Aryza Engage enabled Certa Credita to achieve more effective management of communication processes and, for the first time, to consistently monitor performance across all channels.
At the same time, the company is successfully driving the transition toward more flexible digital channels, including WhatsApp, in line with evolving customer needs.
Looking ahead, Certa Credita plans to further expand the use of Aryza Engage by introducing AI-powered features, such as Smart Scan for automated document validation, and chatbot solutions for the early stages of debt collection.
This direction is consistent with the evolution of the Italian market, where automation is expected to grow especially in the initial contact phases, while human intervention will remain essential for more complex cases, pointing to a hybrid model as the most effective approach.
Customer Feedback
“The integration of a unified governance system has allowed us to overcome operational fragmentation in favor of a centralized model, ensuring full traceability and regulatory compliance across every single touchpoint. The automation of workflows has drastically reduced manual tasks and strengthened internal efficiency, making interactions more flexible and optimizing performance monitoring to elevate the service’s quality standards. The collaboration with Aryza Engage and the expertise of their teams have enabled us to perfectly align our strategy with our customers’ real needs, successfully driving the transition toward innovative and high-performing digital channels.”
Operations Manager, Certa Credita