Across Africa, many lenders provide credit to individuals and businesses, fueling growth, entrepreneurship, and resilience. However, when loans go unpaid, lenders are left with non-performing debt – money owed but difficult to recover through traditional methods.

As a full-stack solution, Bfree buys non-performing portfolios and delivers end-to-end recovery and resolution services for lenders across Africa. Their edge lies in their customer-centric, data-led approach – using automation and segmentation to turn a traditionally confrontational process into a respectful and efficient process.

However, throughout this process, Bfree faced several critical challenges:

• Fragmented communication channels – Multiple disconnected systems and tools not built for cross-border operations made coordination difficult, limited scalability, and made it hard to deliver a consistent borrower experience.
• Unreliable SMS delivery and outreach – Messages frequently failed to reach borrowers due to poor deliverability and API limitations, making bulk messaging unreliable and reducing engagement and recovery effectiveness.
• No voice campaign capabilities – Limited to basic communication methods meant Bfree couldn’t reach borrowers who were less responsive to text.
• Regulatory hurdles – Compliance issues across different markets and landers added complexity to outreach efforts.

With the integration, Bfree was able to start using three important communication channels:

• Voice: Bfree deployed Voice as its primary voice automation tool, which is particularly effective in markets where SMS was restricted or when verifying phone numbers linked to older loans. The communication journey begins with an automated message that welcomes the customer and prompts action. If the customer responds positively, the system routes the call to a live agent or triggers a follow-up SMS with payment details. For non-responsive contacts, the number is either directed to a human agent or placed in an SMS-only queue after a couple of attempts. This optimizes efficiency and reduces agent workload.
• SMS: SMS became the cornerstone of Bfree’s outreach strategy, especially for lower-value accounts. It often serves as the first point of contact for new customers, setting the tone for future communication. Working alongside voice campaigns, SMS is integrated into automated workflows that personalize interactions based on borrower behavior. To prevent over-messaging and borrower fatigue, Bfree implements cooldown periods between messages, pausing outreach when engagement is low to avoid overwhelming borrowers and preserve goodwill.
• Text-to-Speech: Understanding the linguistic diversity across Africa, Bfree uses text-to-speech technology, especially in markets like Kenya, to improve message comprehension and engagement.

Our advanced reporting tools give Bfree full visibility into delivery status, do not disturb (DND) preferences, and customer responses. These insights enable continuous improvements, ensuring every interaction is timely, compliant, and impactful.

SMS engagement rates of customers who were loan defaulters exceed 70%.

IVR campaigns prequalify up to 40% of borrowers before human contact is needed, allowing agents to focus on higher-quality leads.

Infobip’s reporting capabilities show that borrowers who answer voice messages or read SMS are more likely to repay them. When SMS campaigns pause, collections dip, highlighting the critical role of consistent, well-timed communication.

Today, Bfree can confidently reach up to 4 million customers in a single campaign, no matter where they are. But it’s not just about scale. It’s about smarter, more respectful, and conversational interactions.