Bfree: Powering efficient, conversational debt recovery at scale
70%
engagement rate of customers who were loan defaulters
40%
of borrowers prequalified via IVR before human contact is needed
CHALLENGE
Disconnected channels. Missed recoveries.
Bfree is a tech-driven credit management company redefining how lenders recover unpaid loans in Africa. Unlike traditional debt collection agencies, Bfree combines machine learning, behavioral data, and multi-channel engagement to tailor borrower interactions.
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.
These communication gaps led to missed recoveries, agent burnout from handling complaints, and a noticeable drop in customer satisfaction. With no unified system in place, some borrowers were never contacted, while others were overwhelmed with uncoordinated follow-ups. Therefore, Bfree knew they needed a reliable technology partner to help them overcome these challenges.
SOLUTION
Connecting with borrowers at the right moment
Bfree partnered with Infobip for our scalable global platform and omnichannel capabilities, backed by our local market expertise that only comes from operating on the ground. Implementation was fast and seamless: within days, our APIs were fully integrated into Bfree’s CRM and workflows.
Our team provided real-time support during setup and optimization, turning deployment into a strategic advantage, not just a technical step.
The setup and onboarding were smooth — within days, we had Infobip’s APIs integrated into our systems. Their support during setup and optimization made a real difference.
Chukwudi Enyi
COO and Co-founder, Bfree
Bfree knew that for their borrowers, debt recovery was never just about numbers. It was about stress, silence, and the weight of being chased. So, we designed every interaction to feel less like a demand and more like an invitation, using Voice and SMS to make that invitation real, respectful, and reachable.
Voice
Voice with IVR capabilities strengthened Bfree’s omnichannel approach. Our Interactive Voice Response system serves as both a strategic touchpoint and a powerful re-engagement tool throughout the collection lifecycle.
During early-stage contact and initial reminders, IVR creates that crucial connection with borrowers, guiding them through automated menu options that offer clear pathways to resolution.
For certain third-party partners, such as debt buyers or collection agencies whose compliance frameworks restrict SMS, Bfree prioritized voice calls as the primary touchpoint from day one. These calls are used not only to initiate contact but also to strategically validate whether phone numbers linked to older loans are still active, ensuring data accuracy while respecting communication boundaries.Â
The IVR addresses Africa’s linguistic diversity through integrated text-to-speech technology, ensuring borrowers receive automated communications in languages they understand and trust. This multilingual capability makes the voice interaction accessible and respectful regardless of the borrower’s preferred language.Â
SMS
SMS continued to play an important role in their outreach strategy for engaging low-value borrowers. It often serves as the first touchpoint, welcoming new customers and setting up a respectful, clear tone for future communication.
Messages are triggered based on borrower behavior, delivering personalized reminders after missed payments, time-sensitive settlement offers during gaps in contact, or confirmation links following payment commitments.
SMS is integrated into unified automated workflows where it works alongside IVR and agent calls, each channel playing a distinct role based on timing, borrower intent, and third-party partners. SMS drives scale and efficiency, IVR offers borrowers clear pathways to resolution through automated prompts, and agents focus on high-intent or complex cases.
The communication workflow begins with an automated message that welcomes the customer and prompts action. If customers respond positively, the system either routes calls to live agents or triggers follow-up SMS with payment details.
For non-responsive contacts, after a couple of attempts, the system redirects numbers to human agents or places them in SMS-only queues. This targeted approach optimizes efficiency and ensures agents focus only on borrowers likely to engage.
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.
RESULT
Improved efficiency and customer engagement
Since implementing Infobip’s tools, Bfree has seen measurable improvements in operational efficiency and recovery outcomes.
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.
Bfree proves that debt recovery can be efficient and empathetic, showing that scale and care can go hand in hand. By using advanced tools and strong operational support, Bfree is setting a new standard in modern debt recovery in Africa.
As our service needs have evolved, Infobip has been a reliable partner, consistently adapting to support our growth with innovative products and strong technical expertise.
Chukwudi Enyi
COO and Co-founder, Bfree
COMPANY PROFILE
Since its founding, BFREE has been committed to improving financial services by providing innovative tech solutions and ethical risk management tools. Focused on emerging markets, BFREE empowers lenders and borrowers to achieve full financial health through advanced self-service platforms, messaging automation, contact centers, and machine learning. By redefining credit collection with respect and transparency, BFREE aims to lead the industry with a customer-centric approach that supports long-term financial stability. Their goal is to become the preferred credit collection partner by leading the industry with innovation and integrity.