Ualá: Enhancing debt collection for delinquent customers through omnichannel communications 

97%

rereduced waiting time to speak with an agent

60%

contactability achieved

73%

collectors’ workload reduced pre-due date

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CHALLENGE

Recovering delinquent portfolios at scale without losing control or customer trust 

As Ualá —a digital financial platform focused on financial inclusion across Latin America— continued to grow rapidly, managing debt collection communication with delinquent customers became a critical operational priority. The company needed to significantly improve contractability and accelerate the recovery of overdue portfolios, while maintaining strict control over messaging, compliance, and customer experience. 

Debt collection requires precision, traceability, and consistency, especially in a regulated financial environment. However, before partnering with Infobip, Ualá relied on individual WhatsApp lines and physical mobile devices to reach customers with overdue payments. This fragmented setup made it difficult to track conversations, monitor agent behavior, enforce messaging standards, or measure performance across delinquency tiers. 

The lack of a centralized platform also prevented Ualá from running large-scale debt collection campaigns, segmenting customers by delinquency stage, or orchestrating preventive and recovery communications across channels. Frequent blocking of WhatsApp lines further disrupted collection efforts and reduced overall recovery effectiveness. 

Ualá needed a scalable, compliant, and fully traceable debt collection infrastructure designed specifically to support high-volume, multi-stage delinquent collections—without removing the human element required for sensitive financial conversations. 

SOLUTION

Centralized, controlled collections powered by omnichannel communications 

Infobip enabled Ualá to modernize and scale its delinquent collections operations through a centralized omnichannel communication strategy, combining automation, human-assisted interactions, and full operational control. 

Ualá integrated multiple Infobip channels, including Voice, SMS, Email, and WhatsApp, orchestrated through Infobip’s customer engagement solution and cloud contact center capabilities. This setup allowed Ualá to manage inbound and outbound interactions from a single platform, ensuring consistency, traceability, and operational control. 

To support implementation and adoption, Ualá engaged Infobip Professional Services for both technical implementation and team training. In addition, Ualá relies on Infobip Premium Support, which provides 24/7 assistance, response times of 30 minutes or less, escalation capabilities, and a dedicated Technical Account Manager. 

Key collections-focused use cases include:

  • Delinquent portfolio recovery across multiple delinquency tiers 
  • Preventive notifications before payment due dates 
  • Payment delay and overdue notifications 
  • Human-assisted collections through inbound and outbound interactions 
  • Payment links to simplify and accelerate debt repayment 

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Across its communication channels, Ualá leverages tailored strategies to maximize debt collection effectiveness, ensuring precise, consistent, and efficient outreach, with each channel playing a strategic role in recovery efforts: 

  • SMS: Authentication processes and payment reminders 
  • Email: Payment reminders 
  • WhatsApp: Human-led customer support, proactive notifications, delinquency alerts, payment deadline reminders, payment links, and promotional messages encouraging app downloads with cashback incentives 
  • Voice: Text-to-speech notifications and agent-led collection calls managed through Infobip’s cloud contact center 

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All human customer interactions are handled through Infobip’s cloud contact center, ensuring full visibility and control. WhatsApp interactions are integrated with Ualá’s Salesforce CRM, enabling seamless data flow and enriched customer profiles. 

Additionally, Ualá integrated Infobip with Emerix, a technology provider specializing in debt collection and recovery management. Through this integration, SMS and Email campaigns are orchestrated within Emerix and executed via Infobip, combining strategic collection workflows with scalable omnichannel delivery. 

Working with Ualá is amazing because of their constant focus on innovation, their speed in execution, and their obsession with improving the user experience. At Infobip, we complement them perfectly, combining their digital vision with our omnichannel communication and automation capabilities. Together, we push boundaries to create more efficient, scalable conversations that truly impact the end customer.

Jonathan Anfuso

Customer Growth Executive at Infobip

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RESULTS

97% faster agent response and stronger debt collection performance 

By centralizing its collections communications and introducing structured, omnichannel outreach, Ualá achieved measurable improvements across recovery performance, operational efficiency, and customer experience: 

  • 97% reduction in waiting time to speak with an agent, significantly improving responsiveness during critical debt collection moments 
  • 73% reduction in collectors’ workload in the week prior to payment due dates, allowing teams to focus on higher-value interactions while maintaining consistent outreach across delinquency stages 
  • 60% contactability across the delinquent portfolio, reflecting higher engagement and improved outreach efficiency 
  • 22.89% increase in inbound message traffic, further supporting effective debt collection campaigns 
  • Database sweep intensity increased by an average of 5 points per delinquency tier, strengthening Ualá’s ability to reach customers at the right time with the right message 
  • Maintained strong customer experience with a CSAT score above 80%, significantly outperforming industry benchmarks 

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Together, these results demonstrate how a controlled, omnichannel communication strategy can drive effective portfolio recovery while preserving customer trust and operational excellence.

COMPANY PROFILE 

Ualá is a technology company that offers an ecosystem of financial solutions designed to improve the lives of people in Latin America. Founded in 2017 by Pierpaolo Barbieri, Ualá began operations in Argentina with the mission of bringing financial services in the region into the 21st century. The Ualá ecosystem encompasses a wide variety of products and services, including a payment account linked to an international prepaid Mastercard, savings accounts, credit cards, credit solutions such as loans and installment purchases, investment products, and merchant payment solutions through Ualá Bis. With more than 8 million users across Argentina, Colombia, and Mexico, Ualá continues to expand its presence in the region, attract talent, and develop new business verticals, contributing to innovation and technological growth in Latin America.