📌 Client Snapshot
Spocto | Fintech | India
An emerging player in the debt collections space, Spocto was building a tech-first platform to modernize recovery operations in India’s fragmented collections industry. Before its acquisition by Yubi, Spocto needed to map, streamline, and productize its operations in a space long plagued by inefficiency, stigma, and misinformation.
⚠️ The Problem
How do you bring structure to a chaotic, largely informal debt collection industry — especially in a country as diverse and vast as India?
Spocto’s core strengths lay in:
* Digital-first campaigns
* A pan-India network of DRA-certified agents
* Voice-led recovery models
* Deep partnerships with major Indian banks
But what was missing was a repeatable, scalable product model —
something that could move the company from operations to platform.
* Digital-first campaigns
* A pan-India network of DRA-certified agents
* Voice-led recovery models
* Deep partnerships with major Indian banks
But what was missing was a repeatable, scalable product model —
something that could move the company from operations to platform.
🔍 The Turning Point
What we uncovered wasn’t just an operational mess — it was a cultural gap:
At Spocto, I had the opportunity to join the inception team, where the goal was to make sense of a disorganized system — where borrower data, agent workflows, and repayment triggers were disconnected and difficult to measure.
Debt collection in India lacked not just tools, but empathy, standardization, and forward visibility.
🛠 Our Intervention
With the strategic support of leadership and field insights from across India, we began laying the first layer of product thinking into the process.
As part of the founding operations team, I contributed to:
* Ground Mapping: Conducted deep-dive interviews across stakeholders
— agents, lenders, borrowers
— to map the entire debt servicing lifecycle.
* Process Integration: Defined forward and backward flows across channels
— from digital nudges to doorstep visits
— identifying interdependencies and friction points.
* Predictive Triggers: Flagged touchpoints where borrower intent and ability to pay could be measured more intelligently, influencing campaign optimization.
* Knowledge Codification: Created early internal documents that later evolved into reference frameworks for Spocto’s product and campaign teams.
* Cultural Energy: Helped capture and transmit the field energy of collection agents
— a human insight often missed in top-down tech builds.
* Ground Mapping: Conducted deep-dive interviews across stakeholders
— agents, lenders, borrowers
— to map the entire debt servicing lifecycle.
* Process Integration: Defined forward and backward flows across channels
— from digital nudges to doorstep visits
— identifying interdependencies and friction points.
* Predictive Triggers: Flagged touchpoints where borrower intent and ability to pay could be measured more intelligently, influencing campaign optimization.
* Knowledge Codification: Created early internal documents that later evolved into reference frameworks for Spocto’s product and campaign teams.
* Cultural Energy: Helped capture and transmit the field energy of collection agents
— a human insight often missed in top-down tech builds.
💡 The Ripple Effect
These early foundational efforts
Though not branded work from Sterling Arcus — seeded many of the operational frameworks that led to:
* Improved debt resolution rates during the COVID era, when banks struggled with reach.
* Richer borrower behavior datasets, later fuelling Spocto’s advanced analytics engines.
* The shift from campaign support to a full-stack, productized recovery platform.
*Spocto’s growth momentum — culminating in its acquisition by Yubi and evolution into what is now Spocto X.
* Improved debt resolution rates during the COVID era, when banks struggled with reach.
* Richer borrower behavior datasets, later fuelling Spocto’s advanced analytics engines.
* The shift from campaign support to a full-stack, productized recovery platform.
*Spocto’s growth momentum — culminating in its acquisition by Yubi and evolution into what is now Spocto X.
🪞 Reflections
What knowledge do you need to map — before you can build?
While I was an employee during this journey, the lens I carry today at Sterling Arcus
— one of mapping chaos, humanising systems, and building for scale
— was deeply shaped by this experience.
— one of mapping chaos, humanising systems, and building for scale
— was deeply shaped by this experience.