Scenario
Indebtedness is a growing issue in Brazil. Data from Serasa in September 2022 indicated that more than 68 million Brazilians were in default, meaning their names were restricted due to debts.
This challenging scenario underscores the importance of the work of companies like Recovery.
Operating in the collection market for over 20 years, Recovery is a company within the Itaú Group. The company’s mission is to transform debts into fresh starts.
Recovery’s business operates as follows: when a consumer becomes indebted, the companies where they incurred the debt (which can be banks, financial institutions, retail stores, service providers, among others) begin the collection process. Over time, in situations where the consumer does not pay the debt, this process becomes increasingly costly, and companies may either assign these debts to third parties or hire institutions like Recovery to handle the collection on their behalf.
From there, Recovery manages debts end-to-end. Collections are conducted through various communication channels, from telephone customer service to 100% online renegotiation. This entire process is coordinated daily by a team that works to improve the financial health of millions of Brazilians with quality, efficiency, and respect.
The pursuit of excellence led Recovery to rethink its technological platform so that it could provide a smoother negotiation experience for its customers, with shorter response times from its systems and a technological infrastructure that could respond quickly even during periods of high access volumes, which occur seasonally.
Challenge
The challenge then lay in finding a partner to create a modern and scalable software and hardware architecture to offer impeccable debt negotiation services without interruptions and with shorter response times than previously experienced, especially during seasonal marketing campaigns that drive thousands of people to negotiate their debts within a short period of time.
It was at this moment that they found Briteris – a consultancy with 13 years of experience in the market, with a portfolio of over 100 major clients and operations in Brazil and the United States.
Solution
The encounter with Briteris has been marked by a partnership relationship since 2017. And with this project, it was no different. The implementation of a microservices architecture segmenting the legacy system into smaller parts facilitated the solution’s maintenance, as well as allowing the use of a new cloud-based infrastructure, promoting the scalability and stability that Recovery was seeking. With the dedication of skilled professionals from Briteris and Recovery working towards a common goal, success was guaranteed.
The project began with an architecture assessment, within which it was diagnosed what needed to be done to solve the problem, followed by the creation of a squad to focus on this challenge. In order to validate the solution hypothesis, an initial pilot project was carried out with the creation of a simple microservice, which already helped test some aspects of the solution. After the test, a modernization roadmap was created, prioritizing the digital channels that experienced the most access spikes during seasonal campaigns. Today, 100% of these channels are using this cloud-based architecture, which has reduced API response times from nearly 5 minutes to less than 1 second.
An end-to-end delivery carried out by the Briteris team, working in collaboration with Recovery.
Results
Recovery’s debt negotiation journey became smoother, without interruptions and delays, with response times below 1 second and 99% availability.
“At Recovery, we wake up every day thinking about turning debts into fresh starts, and we understand that technology plays a fundamental role in this. Our current technological platform allows our customers to negotiate their debts quickly and without interruptions, even during periods of high traffic. This was an important step in our transformation, and there is much more to be done. Here, we all work together, with a fantastic technology team that collaborates fully with the business,” says Wendel Benedik Santos, Head of IT at Recovery.
About Recovery
With over 20 years of experience in the debt collection market, Recovery is a company of the Itaú Group that handles all debt management and administration.
The company constantly implements new technologies to increase its customers’ convenience when resolving their financial issues, making the collection process more user-friendly and straightforward.
Turning debts into fresh starts. That’s why Recovery works every day.
