Reimagining Loan Collections for One of Australia's Largest Credit Unions

Managing delinquency at scale, with spreadsheets

One of Australia's largest credit unions was managing thousands of delinquent loans through a process that hadn't evolved in years. Collections staff were working from Excel spreadsheets, making manual phone calls, and keeping notes by hand. There was no centralised view of a loan's collections journey, no automated customer communication, and no structured way to reach a resolution — whether that was a repayment arrangement, a write-off, or selling the debt to a third party.

A team of 20 collections staff were spending significant portions of their day on administrative tasks that should have been automated — logging interactions, preparing documents, chasing signatures, and manually triggering customer notifications. The result was a slow, inconsistent, and difficult-to-audit process that exposed the organisation to both operational and regulatory risk.

With a loan book of thousands of delinquent accounts, the credit union needed a purpose-built collections platform that could handle complex business logic, integrate with existing systems, and meet Australian regulatory requirements — all within their existing Salesforce Financial Services Cloud investment.

A collections engine built for every resolution path

Axiom Gray designed and delivered a comprehensive Collections Module on Salesforce FSC — built from the ground up to handle the full lifecycle of a delinquent loan, from first contact to final resolution. The platform was engineered around complex business logic that could route each loan toward the most appropriate outcome for the credit union, while remaining compliant with Australian consumer credit regulations.

From reactive to controlled — at every stage of the loan lifecycle

The platform transformed collections from a reactive, staff-intensive process into a structured, auditable, and largely automated operation. Collections staff reclaimed days of capacity previously lost to administrative work, and could now focus their time on high-value customer interactions and complex cases — not paperwork.

Beyond operational improvements, the platform gave leadership an unprecedented view of the organisation's collections performance — real-time dashboards, resolution rate tracking, and full audit trails replaced the patchwork of spreadsheets and email threads that had previously made reporting a significant effort in itself.