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Case Solution for Creditas Redefining Loan Recovery in the Digital Age

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Get the Creditas Redefining Loan Recovery in the Digital Age Case Study Solution and Analysis by Samrat Gupta, Kaustubh Vyas, Nikita Kishore, Amit Anand Tiwari | Case ID: W33650. We guarantee that this case solution is 100% original, official, and not AI-generated. It is a plagiarism-free, complete...

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Uploaded on July 14, 2025
Number of pages 15
Written in 2024/2025
Type Case
Professor(s) Mr karen
Grade A+

Institution Case Management
Course Case Management

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CREDITAS: REDEFINING LOAN RECOVERY IN THE DIGITAL AGE

CASE STUDY SOLUTION

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SYNOPSIS

Anshuman Panwar was the chief executive officer of Creditas Solutions Pvt. Ltd. (Creditas), a debt-collection
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and recovery start-up that had revolutionized the loan recovery process by combining data and technology to
educate and empower its consumers. Ethera, its software-as-a-service (SaaS) platform, was a great success,
and the company was on track to make $7.39 million in the financial year (FY) 2021–22. In order to increase
its customer base and profits, the company was now faced with two challenges. First, it needed to determine
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how to convince its clients to accept a new fee structure. To establish additional and consistent revenue
streams, the company was attempting to implement a licensing-based monetization model rather than its
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current recovery amount–linked model. Second, it needed to determine how it should plan for business
expansion. The company had received queries from banks in west and southeast Asia, creating expansion
potential abroad, and it was also contemplating entering other banking operations, such as lending and
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insurance. Panwar pondered which of these growth strategies made sense for the business at this moment.
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OBJECTIVES

• Apply the 5Cs framework to analyze a company’s internal and external environment.
• Apply the VRIO framework to understand a company’s sustainable competitive advantage and plan
growth strategy.
• Explain the importance of value creation, behavioural interventions, and leveraging technology in
managing a complex industry.
• Describe what it takes to build a platform-based product that sells well over time.
• Apply the Ansoff matrix to analyze different growth options and plan a strategy.

The Case Solution Starts From page 5

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ASSIGNMENT QUESTIONS
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1. What opportunities and difficulties exist within the loan recovery industry? How does Creditas leverage them?
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2. What issues are critical for stakeholders in the conventional loan recovery procedure?
3. What is Creditas’s value proposition? What sets its process apart from the standard method of loan
recovery? How does the company benefit various stakeholders in the loan recovery process?
4. How does Creditas’s existing business model position it for future success? What potential pitfalls does
the company face?
5. Which pricing strategies should Creditas employ for licensing-based monetization of its platform?
6. Which strategy should Creditas employ to expand the business: market expansion or product extension?

The Case Solution Starts From page 5

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ANALYSIS

1.

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What opportunities and difficulties exist within the loan recovery industry? How does Creditas
leverage them?
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identify
characteristics of the external and internal environment of the industry, using the 5Cs framework—that is,
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an analysis of company, collaborators, customers, competitors, and context.
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Customer
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To develop a better sense of the customers, students must consider three aspects: the different roles involved
in decision-making, the decision-making process, and the impact of the problem being solved.
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For collection-related technology such as the platform offered by Creditas, the key decision-maker and
purchaser would be the top management in banks. The traditional process of engaging collection agencies
is done at the level of branch managers, but since the platform acts as an aggregator of loan accounts, it
needs to be implemented at the regional or national level. The users of the product would be different from
the people buying it. Though top management would make the buying decision, lower-level managers
would use the platform to push for more collections, so the platform has to be designed with them in mind.
The collections industry had been stuck in the past, using field agents and tele-agents to recover loan
amounts, and this was not the most efficient method. However, banks and other lenders were still unsure
about adopting digital solutions. While they had accepted the fact that collections would never be an
efficient process and their need for such a solution was high, their reluctance to switch collection methods

The Case Solution Starts From page 5

, EXHIBIT -1: VALUE CREATION BY CREDITAS ACROSS THE LENDING CYCLE (BASED ON CASE EXHIBIT 10)

Servicing and
Origination Underwriting Disbursement Collection
Monitoring

Involves all steps related Involves assessing the

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to applying for a loan, risk, verifying details, and
from filling in a form to rejecting or accepting

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submitting documents. loan requests.

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EXHIBIT -2: ANALYZING CREDITAS’S COMPETITIVE ADVANTAGE
USING THE VRIO FRAMEWORK
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The Case Solution Starts From page 5

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