The fintech TMB, specialized in installment payments via bank slips and solutions for info product creators, recorded a 22% revenue growth after implementing an artificial intelligence (AI) solution in the collections sector. The change, which increased payment effectiveness by 35%, has directly impacted the company’s results.
Reinaldo Boesso, the company’s CEO, explains that the collections operation is intensive. With a base of approximately 400,000 students, the call center makes an average of five daily calls to each customer. “The number of calls is enormous, and this volume was only manageable with the support of our AI technology,” he highlights.
The artificial intelligence solution was implemented with three main objectives: to establish a smart rule for personalized customer outreach, provide instant feedback—through audio analysis evaluating 10 aspects of the approach—and promote continuous training based on this data. With this approach, operational efficiency increased by 272%, and the average resolution time for collections was reduced by 87%.
According to Boesso, this scenario allowed for a 22% revenue growth just by making this change in collections. ‘Today, the TMB has no installments or setup fees; we only earn when we successfully collect from students, so the impact is direct.
The executive also points out that the fintech’s goal is to keep delinquency rates below 10%, which, according to him, will provide greater peace of mind for clients to work with the company. ‘Many still have some concerns about delinquency.’
‘Today, AI not only recovers payments but also qualifies the company’s team by evaluating scripts and automatically training those with below-average performance,’ emphasized the CEO, highlighting the role of the exclusive Collections Research and Development team, which conducts weekly A/B tests to improve processes and results.
The robust investment of over R$20 million in 2024 covered technology, training, and employee qualification, reinforcing the commitment to innovation and continuous process improvement. ‘This technological strategy has optimized cash flow and reduced operational barriers, helping to increase customer trust in the fintech’s collections system,’ evaluates Reinaldo.
Boesso’s outlined trajectory demonstrates how the integration of digital solutions and data analysis can transform traditional processes, contributing to the company’s competitiveness and sustainable growth in a challenging market.
Beyond the impressive revenue results, TMB’s technological strategy has generated positive reverberations in the business environment. Through the integration of advanced digital solutions, the fintech has also raised customer satisfaction rates. ‘By reducing collections resolution time and optimizing service, we’ve established a more transparent and reliable relationship with our partners,’ he concludes.
This AI-based approach has served as a model for other companies in the sector, demonstrating how innovation can transform traditional processes and drive competitiveness in a challenging economic landscape.
For the future, TMB is betting on expanding its portfolio of financial solutions, aiming to consolidate its market position and meet the demands of content creators. The substantial investment in training, technology, and continuous development also seeks to broaden growth opportunities for info product creators. With plans to diversify products and establish strategic partnerships, the fintech projects new horizons to transform the credit dynamics in the sector, reaffirming its commitment to innovation and financial sustainability.
