The Challenge
FCR Collection Services needed to scale compliant customer conversations across a distributed U.S. and Honduras call center operation - without hiring additional staff. They had previously tested a well-known AI vendor, but it failed to deliver ROI, which made the team cautious about trying AI again.
The Solution
FCR deployed Krew's AI Agents to augment its labor pool and expand coverage, starting with accounts 120+ days past due. They onboarded portfolios gradually, training the AI by asset class before rolling it out more broadly. FCR leverages Daniel and Mark for their collections initiatives, and plans to expand its use for first bucket accounts. Today, Daniel and Mark, together, help FCR
- Leverage Krew's KOMPLY architecture to facilitate consumer engagements
- Automate engagement scheduling to streamline costs and maximize consumer experience
- Generate instantaneous reports which monitor ROI and compliance dispositions
The Results
Krew delivered fast time-to-value: as soon as calls began, FCR started seeing inbound payments, and an uplift in liquidation rates. Today, FCR runs approximately 70,000 active accounts on Krew and is actively scaling operations without adding headcount to handle more conversations.
With Krew, FCR's agents now get time back and FCR sees $21 in recoveries for every $1 invested in Krew, translating into an 11x blended economic ROI. Based on these results, FCR is now expanding Krew to additional asset classes and first bucket accounts.
“We initially tried out a different vendor - nothing worked with them. Krew has been very responsive and really nice to work with. The moment we started making calls, we started obtaining inbound payments. When I ran our very first ROI report, we saw a clear positive ROI on spend.”
- Jeff Gordy, Chief Information Officer, FCR Collection Services